Customer Care Representative II

2 months ago

Rancho Cucamonga, United States TRL Systems Full time

**Customer Care Representative II**

Rancho Cucamonga Office, 9531 Milliken Ave, Rancho Cucamonga, California, United States of America Req #13 Monday, January 24, 2022

At TRL Systems, we've been keeping people and their property safe for 40 years. As an integrator of Fire Alarm, Nurse Call, and Security systems, everything we do has the potential to save lives and you get to be a part of that. Your role is important and heres what you can expect as a member of our TRL Team:

* Comprehensive Benefits Package: Medical insurance, dental insurance, life insurance, 401k plan, paid holidays, Paid Time Off

* Employee Merit and Longevity Awards: Merit rewards that you can use to get items such as branded apparel, video game consoles, headphones and more and longevity awards like golfing gear, purses, BBQs, and watches just to name a few

* Company Sponsored Events: Family-friendly events with food, games and prizes

* Training and Development Classes available to develop you personally and professionally to help you be the best version of you possible

* Career Advancement: We want to partner with you to build a long and successful career at TRL and will help you realize your potential

Position Requirements: 2+ years in Sales support, high school diploma (or equivalent), a valid California Driver License and proof of auto insurance. We also conduct pre-employment drug screening in accordance with Federal Contractor regulations and background checks in accordance with State and local regulations.

The Customer Care Representative (CCR) supports functions essential to sales growth leading to increased revenue for the Company/Division. He/She has a focus of developing and maintaining customer relationships by handling customer inquiries on products and services provided by the company, quoting customer consumables/add-ons, monitoring, and maintaining customer agreements. The CCR assists in developing and supporting all sales processes for the division with a focus on enhancing the customer experience. He/She is a motivated solutions driver who, understands the direction of the Division and is a strong support to the Sales team as well as division leadership. The CCR is responsible for identifying, selecting, and explaining any best service solutions that will benefit the established customer base.

Responsibilities are not limited to but will include, estimating facilitation, customer satisfaction follow up, sales standards development and deployment, job walks, and independent sales quoting for system and service add-ons.

Essential Functions:

* Ensures that regular and consistent communication takes place with both internal and external customers; acknowledges and addresses requests received via phone, email or company systems daily.

* Manages own time and resources to achieve identified objectives; is diligent in meeting all communicated/defined deadlines. Monitors and updates tickets or assignments assigned to them in company CRM.

* Updates and maintains the company CRM to provide accurate sales forecasting to Management through opportunity creation and maintenance; keeping status, close date, and activities updated to ensure accurate pipeline visibility and reporting.

* Identifies and communicates with both new and existing customers services and products offered by TRL Systems, with a focus to expand a current customers service portfolio.

* Is a customer solutions advocate, partners on delivering and maintaining an exceptional and personalized customer experience. Assists with the development of sales procedures within the Division aimed toward customer contentment and the preservation of the companys reputation.

* Performs all product/services agreement management, including ensuring customers are provided renewal documentation timely, evaluating agreements and providing quotes that support a profitable agreement renewal, providing any needed follow up and communication with customer.

* Performs site visits/job walks independently or partners with an Account Executive (as needed). Completes both an estimate and quote for system add-ons and/or modifications.

* Displays a technical understanding of Division services and system installations, can format, and convey information into a well drafted proposal.

* Can/may be required to identify and quality potential new customers. Research any needs/requirements and facilitate partnership with Account Executive.

* Identifies and brings concerns and/or issues that can and may impact Customer Service standards to Department Management.

* Meets/exceeds a yearly defined sales quota by facilitating opportunities with established customers.

* Participates in meetings, workshops, trainings and seminars as assigned for performing job duties.

* Punctuality and regular attendance

Physical Demands & Work Environment:

* Ability to drive for 2+ hours in a work shift/day, daily

* Ability to make repetitive movements (motions) of the wrists, hands, and/or fingers, daily

* Move/Transport items weighing 20 pounds, occasionally

* Stand or sit for long periods (4+ hours), daily

TRL Systems is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status.TRLs employment policies and decisions on employment and promotion are based on merit, qualifications, performance, and business needs. The decisions and criteria governing the employment relationship with all employees are made in a nondiscriminatory manner, without regard to race, religion, color, national origin, sex, age, physical or mental disability, sexual orientation, gender identity, veteran status, or any other factor determined to be unlawful by federal, state, or local statutes. **Other details**

* Pay Type Salary

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