Customer Engagement Rep

Purpose

The Customer Engagement Representative’s primary responsibility is to support Pine customers by responding to inquiries about rental equipment and sales of our products and services. These efforts contribute to the growth of the branch. The role also supports operations, the outside sales team, and other offices and departments.

Reporting Structure

Reports to the Branch Manager or Customer Service Manager. Position is classified as non‑exempt.

Primary Responsibilities

• Intake customer inquiries for equipment rental, order status, and general questions.
• Develop and issue quotes for products and services; follow up on quotes and record outcomes in Pine’s database.
• Review customer orders to confirm equipment, accessories, consumables, quantities, price, and any special contract instructions.
• Assist in branch sales and marketing efforts through outgoing phone calls and emails.
• Communicate order confirmations and follow up upon delivery.
• Update Pine’s database with details and call‑off information.
• Assist in scheduling delivery and pick‑up of orders.
• Assist in locating equipment and handling shipping logistics.
• Provide solutions when customers have issues.
• Enter repair orders and set up product replacements as needed.
• Maintain contract files and customer correspondence.
• Record and investigate customer inquiries.
• Process purchase orders when necessary.
• Bill/invoice customers and process credit cards as needed.
• Promote a positive health and safety attitude in the workplace.
• Maintain a basic understanding of equipment and its usage.
• Keep a clean, organized, well‑maintained office.
• Perform other duties as assigned.

Knowledge, Skills, Core Competencies

• Excellent communication skills – written, verbal, interpersonal, and phone.
• Analytical thinking with a focus on problem troubleshooting.
• Flexible, strong team player able to work in a fast‑paced environment.
• Proficient with Microsoft Office.

Education / Experience

• High School Diploma/GED or higher.
• 2 years of customer service experience, preferably in the environmental/safety or rental field.

Work Environment

This is a non‑safety‑sensitive office position. Employees will bend, walk, stand, and may sit for long periods. The role is approximately 70 % sedentary and 30 % active, involving activities such as walking, standing, bending, stretching, and climbing ladders. Must be able to lift up to 25 lb, assisted or unassisted.

Benefits

• 3 weeks of paid time off (PTO) to start
• 401(k) with company match
• Medical, dental, and vision insurance
• 8 paid company holidays
• Additional voluntary benefits and professional development opportunities