Client Services Representative (CSR)

Trane Supply; Burnaby; On-site; CAD 60,000 - 90,000; Full time

Job summary

Trane Technologies in Burnaby, BC seeks a Client Service Representative to drive service agreement renewals and growth. You will deliver exceptional customer support, prepare quotations, and follow up on leads, coordinating with the sales and estimating teams to provide timely proposals.

You will manage a portfolio of small service agreements, ensure prompt responses to inquiries, and maintain Salesforce records to reflect the sales pipeline and service delivery progress.

Qualifications

• Bachelor’s degree or equivalent preferred.
• Experience in customer service and sales support is advantageous.
• Familiarity with HVAC systems is a plus.

Responsibilities

• Deliver exceptional service and support to customers during service agreement renewals.
• Provide quotations and follow up on submitted leads and opportunities.
• Manage account growth and renewals for a portfolio of small service agreements.
• Coordinate with estimating and sales teams to prepare timely proposals.
• Ensure timely responses to customer inquiries and maintain updated Salesforce records.

Skills

Customer focus

Relationship building

Problem solving

Collaboration

Adaptability

Communication skills

Salesforce experience

Education

Bachelor's degree

Tools

Salesforce

CRM software

Job description

Trane Technologies is hiring a Client Service Representative in Burnaby, BC. **What's in it for you:** The Client Service Representative delivers exceptional service and support to our customers by executing the service agreement renewal process, providing quotations and following up on submitted leads. This role is important to meeting the financial and business goals for the Region’s service business. Reporting to General Sales Manager in BC, this role sits on the Sales team and partners closely with Sales. Responsible for contract renewal, scope expansion, improving customer satisfaction and ensuring contractual obligations are being met. Identifies opportunities for growth and sales in assigned customer portfolio and partners with the sales team as required. Works with account team(s) to develop innovative solutions that provide a profitable, measurable, and repeatable value. This position includes sales work at client’s facilities. Duties include making sales or obtaining order or contracts for services.**What you will do:*** Responsible for customer satisfaction, retention, and growth for assigned portfolio mostly consisting of small service agreement customers and house accounts.* Delivers growth by prospecting for other non-agreement customers; sources may include cold calls, leads linkage, quick quotes, managing bid portal and new lead management.* Responsible for T & M and Quoted Job pull-through opportunities, working with the estimating team on the proposals and delivering proposals to the customer in a time frame to meet their needs.* 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.* Identifies and communicates issues, business goals and objectives on all assigned accounts.* Responsible for responding within 24 hours to all customer inquiries and concerns.* Responsible for reviewing the financial performance of all assigned accounts on a weekly basis and provide a correction plan for poor performing service agreements to include AR follow up.* Responsible for meeting department growth plans by selling and expanding customer base. To include making the required number of customer sales calls monthly.* Responsible for customer assurance regarding equipment up-time and reliability.* Assists in creating standard work / cadence for meeting customer needs.* Assists Account Managers with strategic customers as assigned and help develop local vendors.* Ensures customer opportunities are entered into Salesforce accurately and that the sales pipeline is actively reflected.* Local Marketing for sales initiatives (working with our National team at a local level).* Other duties as assigned.**What you will bring:*** Bachelor’s degree or equivalent preferred.* Candidates without a 4-year degree are encouraged to apply; we prioritize practical experience, relevant skills, and alignment with our leadership principles.* Competencies: customer focus and relationship building, problem solving and initiative, collaboration and teamwork, adaptability and agility, results orientation* Needs to understand customers’ accounts receivables, credit, and be able to do basic return on investment calculations.* Customer service capacity a plus.* Must be able to multi-task and think critically in 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. Proficiency in use of systems like Salesforce will be important.* Able to work extended hours on occasions when required. ·* Working knowledge of HVAC systems preferred.* Must possess a valid driver’s license for a minimum of 12 months, with no major or frequent traffic violations included, but not limited to:* DUI, Hit & Run, License Suspension, Reckless / Carless Driving, or multiple smaller infractions or preventable collisions in the previous 3 years.