Customer Support Specialist

Sunbelt Rentals; Southampton Township (PA); On-site; USD 36,000 - 50,000; Full time

Benefits offered by this job

Health insurance

401(k) match

Paid time off

Tuition reimbursement

Job summary

Sunbelt Rentals is seeking a Customer Support Specialist to provide professional service for rental and sale of construction equipment. You will understand customer needs, place orders, and create rental contracts while maintaining a courteous attitude.

You will train and mentor local Equipment Rental Specialists as needed and contribute to customer obsession; expect after-hours involvement and cross-locational collaboration.

Qualifications

• High School diploma or GED required.
• 3+ years in equipment rental preferred.
• Knowledge of construction equipment and pricing policy.
• Strong telephone skills.
• Customer service aptitude.
• Excellent written and oral communication.
• Solid computer skills.
• Preferred: 4-year college degree with rental experience.

Responsibilities

• Provide responsive customer service to current and potential customers.
• Qualify customer needs and suggest equipment accordingly.
• Negotiate price and volume of orders.
• Administer rental contracts and related paperwork.
• Support sales and marketing with leads and promotions.

Skills

Customer service

Telephone skills

Communication

Computer skills

Education

High School diploma or GED

4-year college degree (preferred)

Job description

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.

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.

Position 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 instructions, numbers legibly in English.
• PREFERRED QUALIFICATIONS: 4-year college degree with at least 1 year of equipment rental experience preferred.

Physical Demands

Must be able to bend, squat, crouch and/or reach and lift up to 25 pounds or more, as required by the job. Some Sunbelt jobs may require driving for long periods of time, loading and unloading heavy equipment, performing work in extreme weather conditions including rain, wind or excessive temperatures and/or night and weekend work. All duties must be performed according to Sunbelt’s safety policies and guidelines. Reasonable accommodations may be made to comply with ADA/ADAAA.

Equal Opportunity Employer

Sunbelt Rentals is an Equal Opportunity Employer — Minority/Female/Disabled/Veteran and any other protected ground.

Base Pay Range

Base Pay Range: $26.46 - 36.37 Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience.

Benefits Overview

Sunbelt also provides a comprehensive benefits package to its full-time employees. This package includes.

• Health, Dental and Vision plans
• 401(k) Match
• Volunteer time off
• Short-term and long-term disability
• Accident, Life and Travel insurance, as well as flexible spending
• Tuition Reimbursement Options
• Employee Assistance Program (EAP)
• Length of Service Awards

Paid Time Off

• 12-25 vacation days depending on years of service
• 5 sick days
• 6 holidays
• 2 half day holidays
• 2 floating holidays
• 1 inclusion day
• 1 volunteer day

Additional Benefits

We are proud to offer the following benefits:

• Medical/Dental/Vision Insurance
• 401(k) Retirement Plan - US
• RRS Plan – CAN
• Paid Parental Leave
• Paid Holidays and Paid Time Off
• Tuition Reimbursement
• And many more

Sunbelt Rentals is constantly advancing the idea of how a company can best serve its customers, communities and the planet. With over 1,000 locations across North America and an expansive portfolio of products and services, we deliver solutions to support any job.

Sunbelt Rentals means diversity, teamwork, recognition for exceptional performance, and room to grow!

Sunbelt’s extensive fleet exceeds and includes general construction equipment, industrial tools, pumps, power & HVAC, trench shoring, scaffolding, remediation & restoration equipment, and more.

At Sunbelt Rentals, we place enormous value on the welfare and commitment of our employees as well as the superior level of service they provide for our customers.

All our employees benefit from extensive on-the-job training, which is amongst the best in the industry.

Our advancement opportunities are why many of our staff remain with us throughout their careers.