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Client Service Rep

3 months ago

King of Prussia, Pennsylvania, United States Trane Technologies Full time

At Trane Technologies TM and through our businesses including Trane and Thermo King , we create innovative climate solutions for buildings, homes, and transportation that challenge what's possible for a sustainable world.

We're a team that dares to look at the world's challenges and see impactful possibilities.

We believe in a better future when we uplift others and enable our people to thrive at work and at home.

We boldly go.

Thrive at work and at home:


  • Benefits kick in on
    DAY ONE for you _and_ your family, including health insurance and holistic wellness programs that include generous incentives -
    WE DARE TO CARE

  • Family building benefits include fertility coverage and adoption/surrogacy assistance.

  • 401K
    match up to 6%, plus an additional 2% core contribution = up to
    8% company contribution.

  • Paid time off, including in support of
    volunteer and
    parental leave needs.
  • Educational and training opportunities through company programs along with
    tuition assistance and
    student debt support .
  • Learn more about our benefits here )

Job Summary:
Delivers positive customer service experience and sales solutions to our customers while meeting financial and business goals and objectives. Provides customer support and ensures customer satisfaction goals are achieved. Supervises account management activities of account team members of assigned service accounts. Oversees customer contract renewal, expansion, improving customer satisfaction and ensuring contractual obligations are achieved. Identifies opportunities for growth and sales in assigned customer portfolio by making sales, obtaining order or contracts for services. Collaborates with cross-functional teams including billing and sales. Works with account team(s) to develop innovative solutions that provide a profitable, measurable, and repeatable value. This position includes customer support and sales activities at client's facilities.

Essential Duties and Responsibilities

  • Responsible for customer satisfaction, retention, and growth for assigned portfolio.
  • Drives the account management process for assigned portfolio, which includes development of customer account profiles, account strategies, service delivery plan, customer budget planning and scheduled customer visits. Responsible for responding within 24-hours to all customer inquiries and concerns.
  • Identifies and communicates issues, business goals and objectives to the account team(s) and leadership on all assigned accounts.
  • Visit customers sites at least three times a week to ensure assigned work is being executed properly, identifying sales opportunities, and communicating with the customer.
  • Responsible for working with the Service Resource Coordinators to ensure the technician's schedules and parts/materials are in place to deliver company profits and meet the customer obligations on assigned portfolio.
  • Responsible for T & M and Quoted Job pull-through opportunities, collaborating with the account manager and the estimating team on the proposals and delivering proposals to the customer in a time to meet their needs.
  • Responsible for customer Accounts Receivable communication and follow-up.
  • Responsible for collaboration and follow up on sales leads and quick quotes.
  • Responsible for service agreement renewal activity with customer directly, managing the booking process and achieving monthly targets.
  • Responsible to review the financial performance of all assigned accounts on monthly basis and provide a correction plan for poor performing service agreements.
  • Provides a weekly activity plan to the Client Service Team Leader and Area Service Manager
  • Attends sales and customer support development trainings.
  • Attends sales meetings.

Other Responsibilities

· Prioritizes workload and customer requests to ensure a positive customer experience
.

  • Establishes and maintains effective internal working relationships with co-workers, supervisors etc. along with external customers.
  • Prepares reports/correspondence and maintains files.
  • Schedules, participates and/or leads meetings, conferences, and project team activities.
  • Communicate and liaise verbally, in writing, and in person with external and internal stakeholders

For example:
customers/suppliers/visitors/enquirers and relevant staff. Provide accurate information in timely manner.

  • Maintain consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health & safety procedures.
  • Pursues personal development of skills and knowledge necessary for the effective performance of the role. Attends training to develop relevant knowledge, techniques, and skills.
  • Adheres to health and safety policy, and other requirements relating to care of equipment.
  • Other responsibilities as required.

Qualifications:

  • Minimum of 2-year degree required.
  • Experience not required, but experience in a customer service capacity a plus.
  • Must be able to handle high-stress situations.
  • Must be able to communicate effectively in person, by phone and through written communication.
  • Must be proficient with use of the telephone and voice mail, the computer, and other office equipment.
  • Proficient in Microsoft Office applications, particularly Excel and Word
  • Mathematical Aptitude
  • Must have a valid driver's license and reliable means of transportation.
  • Able to work extended hours on occasions when required.