Customer Support Specialist

sunbeltrentals; Southampton; Sur place; GBP 25 000 - 36 000; Plein temps

Avantages offerts par ce poste

Competitive benefits

On-the-job training

Résumé du poste

Sunbelt Rentals is seeking a Customer Support Specialist to serve as the front line for our rental and sale customers. You will understand equipment needs, place orders, create rental contracts, and coordinate deliveries with our dispatch team.

The role emphasizes responsive service, problem resolution, and collaboration with sales and marketing to support growth. Candidates should have strong communication, computer skills and a minimum of three years in the equipment rental industry.

Qualifications

• High School diploma or GED required.
• At least 3 years of equipment rental industry experience preferred.
• Comprehensive knowledge of construction equipment and pricing policy.
• Strong telephone skills and customer service aptitude.
• Effective written and oral communication skills.
• Solid computer skills; able to read.

Responsabilités

• Provides responsive, exemplary customer service to current and potential customers.
• Determines/understands customer equipment needs and suggests alternatives.
• Negotiates price and volume of original orders by maximizing rate and volume.
• Places high volumes of equipment orders and arranges deliveries/collections.
• Administers rental contracts and checks invoices and memos.
• Handles customer complaints professionally to resolve issues.
• Supports sales by forwarding leads and acting as liaison for promotions.
• Trains and mentors local Equipment Rental Specialists when needed.

Connaissances

Customer service

Communication skills

Telephone skills

Computer skills

Reading ability

Formation

High School diploma or GED

Outils

Pricing policy knowledge

Equipment knowledge

Description du poste

Join Our Team! Sunbelt Rentals strives to be the customer's first choice in the equipment rental industry. From pumps to scaffolding to general construction tools, we aim to be the only call needed to outfit a job site with the proper equipment. Not only do we offer a vast fleet that ranks among the best in the industry, we pair it all with a friendly and knowledgeable staff. Our employees are our greatest asset, and although we present a comprehensive equipment offering, our expertise and service are what truly distinguish us from the competition.

We pride ourselves on investing in our workforce and offer competitive benefits, as well as extensive on-the-job training for all eligible employees.

As a highly successful national company, we are constantly looking for talented individuals to support our growth. If you are interested in pursuing a rewarding career, we invite you to review our opportunities!

Job Description Summary

Position Objective:

The Customer Support Specialist is responsible for the professional and efficient servicing of all customers calls in the rental and sale of all types of construction/industrial equipment and store items. This position is considered the Company's front line of contact with the customer, whose purpose is to understand customer equipment needs, negotiate and place orders and create rental contracts, and support sales development and customer satisfaction efforts with a courteous, helpful and professional attitude at all times. Position may be responsible for additional tasks to support Customer Obsession and may train and mentor local Equipment Rental Specialists.

Position Responsibilities:

• Provides responsive, exemplary customer service to current and potential customers
• Determines/understands customer equipment needs through questioning and qualifying; provides alternative equipment suggestions to customers if appropriate based upon information obtained using an extensive knowledge of all equipment available
• Negotiates price and volume of original orders by maximizing rate and volume
• Places high volumes of equipment orders by obtaining customer information (checking customer account or obtaining credit application for new customer); finalizes details about when, where and what equipment is required; selects equipment/merchandise from inventory and places the rental/purchase order in the computer system; organizes transportation for orders (i.e. coordinates deliveries and collections while optimizing the use of transport); processes cash rentals (complete identity checks, obtain prepayment and deposit, if required)
• Improve revenue and service standards by accurately establishing customers' needs and identifying opportunities for additional rental and sales requirement
• Secures equipment by checking availability of equipment with shop (performs research to determine when unavailable equipment will become available); provides adequate notice to Dispatch and Service Departments for upcoming equipment requirements
• Administers rental contracts (new and existing) including on and off rental dates, rates and all ancillary charges, amendments, suspensions (ensuring prompt collection of equipment), terminations (ensuring all ancillary charges are made), filing of contracts and related paperwork, and checking invoices and credit memos against contract files
• Handles customer complaints in a professional manner in order to resolve the complaint to the satisfaction of the customer and Sunbelt Rentals
• Supports sales and marketing efforts by performing prospecting calls, forwarding sales leads and incoming inquiries to the sales group, and acting as a liaison for marketing in respect to product promotions and frequent renter programs
• Records details of calls in phone log and maintains lost rent logs
• Continues to develop and grow with the business segments to ensure that the leadership staff is knowledgeable of any and all opportunities that may arise
• Participates in After Hours and Emergency Response efforts including local and regional responses as well as participation in national event response efforts
• Follows Standard Operating Procedures
• Ensures all activity and customer transactions are performed within Sunbelt safety policies
• Assist in training and development for new hires in the district; may serve as a mentor to local ERS'
• Makes recommendations for improvement of all existing processes and procedures
• Collaborates with Dispatch and Service teams to improve customer experience
• Communicates clearly and concisely with customers, colleagues, shop, drivers, and other Sunbelt locations
• Performs other duties as assigned by the manager

Requirements:

• Education & Experience: High School diploma or GED required
• At least 3 years of equipment rental industry experience preferred
• Comprehensive knowledge of construction equipment and pricing policy
• Strong telephone skills
• Customer service aptitude
• Effective written and oral communication skills
• Solid computer skills
• Able to read