Client Service Representative

About the role

Join us in boldly challenging what's possible for a sustainable world. We're a world leader in creating comfortable, sustainable, and efficient climate solutions for buildings, homes, and transportation.

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, and customer budget planning.
• Responds 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.
• Visits customers' sites to ensure assigned work is being executed properly, identifies sales opportunities, and communicates with the customer.
• Works with the Service Resource Coordinators to ensure technician’s schedules and parts/materials are in place to deliver company profits and meet the customer obligations on assigned portfolio.
• Works on 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.
• Communicates with the customer regarding customer Accounts Receivable.
• Collaborates and follows up on sales leads and quick quotes.
• Manages service agreement renewal activity with customers directly, manages the booking process, and achieves monthly targets.
• Reviews the financial performance of all assigned accounts on a monthly basis and provides a correction plan for poor performing service agreements.
• Provides a weekly activity plan to the Client Service Team Leader.
• Attends sales and customer support development trainings.
• Attends sales meetings.
• Prioritizes workload and customer requests to ensure a positive customer experience.
• Establishes and maintains effective internal working relationships with co-workers, supervisors, and external customers.
• Prepares reports/correspondence and maintains files.
• Schedules, participates, and/or leads meetings, and project team activities.
• Communicates and liaises verbally, in writing, and in person with external and internal stakeholders.
• Provides accurate information in a timely manner.
• Maintains 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.

Requirements

Customer service experience is 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, in addition to Salesforce exposure. Mathematical aptitude is required. Must have a valid driver’s license and reliable means of transportation. Able to work extended hours on occasions when required.

Qualifications

Must have a valid driver’s license and reliable means of transportation. Able to work extended hours on occasions when required.

Skills

Customer service experience is 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, in addition to Salesforce exposure. Mathematical aptitude is required.

Benefits

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!

Pay

Annual Base Salary Range: $56,936.66 - $82,809.99

Schedule

Compensation Type: Salary
Incentive Eligible: Yes
Sales Commission Eligible: No

Disclaimer

We strive to provide competitive compensation for this position, tailored to a variety of factors. The actual compensation will depend on elements such as seniority, merit, geographic location, education, experience, travel requirements, and union designation. Our compensation range is generally based on the national average for the country. Additionally, benefits may vary depending on the region, business alignment, union involvement, and employee status.

Thrive at Work and at Home

• Health insurance and holistic wellness programs.
• Family building benefits including 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 15 vacation days, 9 paid holidays, 3 floating holidays, sick leave, and additional options to support volunteer and parental leave.
• Educational and training opportunities through company programs along with tuition assistance and student debt support.

Safety Sensitive Role

The company designates certain roles as Safety Sensitive. Safety Sensitive roles may require that you pass additional drug screening.