Customer Care Representative

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POST DATE 9/9/2016
END DATE 10/8/2016

Compact Power Equipment Rental Fort Mill, SC

Company
Compact Power Equipment Rental
Job Classification
Full Time
Company Ref #
1579/1680
AJE Ref #
576124196
Location
Fort Mill, SC
Job Type
Regular

JOB DESCRIPTION

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The Customer Care Representative position is responsible to deliver extraordinary service to internal and external Customers.

This position requires excellent communication skills and attention to detail as well as exceptional customer service abilities.



Primary Responsibilities:



The primary responsibility is to exceed internal and external Customer expectations by providing extraordinary service and support in a fast-paced environment.



* Receive and handle inbound calls, email and web chat requests

* Take ownership of inbound Customer requests including but not limited to quotes, availability, reservations, equipment

specifications/service, billing questions and general inquiries

* Place outbound follow-up calls to sales leads or service requests

* Process contract changes/revisions as requested by Customer and in accordance with internal processes

* Meet Quality Assurance and other key performance metrics

* Review contracts to ensure they comply with Customer requirements and internal processes

* Create and build strong relationships with Sales, Customer, Delivery (DST) and Maintenance Technicians (MST), Accounting

and Delivery Manager

* Works with Sales, Customer, Delivery (DST) and Maintenance Technicians (MST), Accounting and Delivery Manager to sort

out discrepancies or changes

* Works with Sales to assist with account research when needed

* Liaison between Field Delivery and Service Technicians

* Submit, record and manage issues and escalate, as necessary







Requirements:

* Light construction and landscape equipment knowledge preferred

* Experience using parts, service and operators manuals preferred

* Problem solving ability, including ability to quickly determine solution

* Must be flexible in schedule including weekend rotation

* Ability to establish and maintain effective working relationships with managers, employees and Customers

* Self-motivated. Ability to manage multiple conflicting tasks and or deadlines and prioritize accordingly

* Has a sense of urgency and is able to enlist the aid and support of other departments to resolve issues in a timely manner

* Able to explore alternatives and positions to reach outcomes that gain all parties support and acceptance

* Excellent written and verbal communication skills



Preferred

* 2-5 years Customer Service/Call Center experience



Working Conditions/Fit for Duty

Working conditions include sitting for extended time periods, repetitive movements of hands, arms and wrists in front

of a computer monitor continuously



Required Education:

* High school diploma or equivalent experience required, bachelor's degree preferred



EEO/AA/m/f/vets/disabled