Client Service Representative

Trane Technologies; Ashland (VA); On-site; USD 57,000 - 83,000; Full time

Benefits offered by this job

Health insurance

401K match

Paid time off

Job summary

Trane Technologies in Ashland, VA is seeking an Account Manager to drive satisfaction, retention and growth for an assigned portfolio. You will manage account profiles, strategies and service delivery plans, while meeting customer budgets.

You will respond to inquiries within 24 hours, visit sites to verify work and identify sales opportunities, and collaborate with service coordinators to align schedules and parts for profitability. Strong MS Office and Salesforce experience are a plus.

Qualifications

• Customer service experience is a plus.
• Ability to handle high-stress situations.
• Effective communication in person, phone, and written form.
• Proficient with telephone, computer and office equipment.

Responsibilities

• Responsible for customer satisfaction, retention, and growth for assigned portfolio.
• Drives the account management process including profiles, strategies, service delivery plan and budget planning.
• Responds within 24 hours to all customer inquiries and concerns.
• Visit customers’ sites to ensure work is executed properly and identify sales opportunities.
• Coordinate with Service Resource Coordinators to align schedules and parts for profits and customer obligations.
• Lead proposals and quotes with the estimating team to meet customer needs.

Skills

Customer service

Communication

Sales opportunity awareness

MS Office (Excel, Word)

Salesforce exposure

Tools

Salesforce

Microsoft Excel

Microsoft Word

Job description

Be a part of our mission! As a world leader in creating comfortable, sustainable, and efficient climate solutions for buildings, homes and transportation, it’s our responsibility to put the planet first. For us at Trane Technologies (https://www.tranetechnologies.com/), and through our businesses including Trane® (http://www.trane.com/index.html) and Thermo King (http://www.thermoking.com/na/en.html), sustainability is not just how we do business—it is our business. Do you dare to look at the world’s challenges and see impactful possibilities? Do you want to contribute to making a better future? If the answer is yes, we invite you to consider joining us in boldly challenging what’s possible for a sustainable world.

Learn about our benefits (http://careers.tranetechnologies.com/global/en/benefits) designed for you to Thrive at work and at home.

We boldly go.

Where is the work:

Prioritize engaging with customers. When not directly interacting with customers; collaborate with colleagues in your office.

What you will do:

• 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.
• Responsible for responding 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.
• Visit customers’ sites to ensure assigned work is being executed properly, identifying sales opportunities, and communicating with the customer.
• Responsible for working with the Service Resource Coordinators to ensure the technician’s schedules and parts/materials are in place to deliver company profits and meet the customer obligations on assigned portfolio.
• Responsible for 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.
• Responsible for customer Accounts Receivable communication and follow-up.
• Responsible for collaboration and follow up on sales leads and quick quotes.
• Responsible for service agreement renewal activity with customer directly, managing the booking process and achieving monthly targets.
• Responsible to review the financial performance of all assigned accounts on monthly basis and provide 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.

Other Responsibilities

• Prioritizes workload and customer requests to ensure a positive customer experience.
• Establishes and maintains effective internal working relationships with co-workers, supervisors etc. along with external customers.
• Prepares reports/correspondence and maintains files.
• Schedules, participates and/or leads meetings, and project team activities.
• Communicate and liaise verbally, in writing, and in person with external and internal stakeholders. For example: customers/suppliers/visitors/enquirers and relevant staff. Provide accurate information in timely manner.
• Maintain 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. Attends training to develop relevant knowledge, techniques, and skills.
• Adheres to health and safety policy, and other requirements relating to care of equipment.
• Other responsibilities as required.

What you will bring:

Customer service experience is a plus.

The ideal candidate is interested in developing toward a future sales opportunity.

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

Must have a valid driver’s license and reliable means of transportation.

Able to work extended hours on occasions when required.

Annual Base Salary Range or Hourly Base Pay Range:

$56,936.66 - $82,809.99

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:

• 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!
• Family building benefits include fertility coverage and adoption/surrogacy assistance.
• Paid time off includes up to 15 vacation days, paid holidays, sick leave, and additional options to support volunteer and parental leave.
• 401K match up, educational and training opportunities through company programs along with tuition assistance and student debt support.

Disclaimer: Benefit offerings may vary by site as well as Collective Bargaining Agreements and local/state regulations

Safety Sensitive Role:

Yes

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

We offer competitive compensation and comprehensive benefits and programs. We are an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.