Key Accounts Service Team Coordinator

Sunbelt Rentals; Fort Mill (SC); On-site; USD 2,893,000 - 4,049,000; Full time

Benefits offered by this job

Health, Dental and Vision plans

401(k) with match

Paid time off and holidays

Tuition reimbursement

Employee assistance program

Job summary

Sunbelt Rentals seeks a customer service-focused representative to deliver responsive support to Strategic Customers. You will handle inquiries by phone, email or chat, resolve complaints, and coordinate orders and equipment sourcing.

The role emphasizes professional communication, strong listening, and the ability to manage multiple priorities in a fast-paced environment. Bilingual Spanish/English is a plus.

Qualifications

• Previous experience in a call center customer service role.
• Familiar with Sunbelt’s equipment.
• Strong customer service ethic and positive approach toward the customers’ needs to do whatever it takes to meet the customer’s expectations.
• Excellent interpersonal, written and oral communication skills.
• Effective listening skills and the ability to ask probing questions and understand concerns.
• Strong telephone handling skills and professional attitude.
• Previous equipment rental or construction industry experience preferred.
• Working knowledge of Sunbelt’s Wynne POS system preferred.
• Bilingual Spanish/English preferred.

Responsibilities

• Provides responsive, exemplary customer service to strategic customers via phone, email or chat.
• Responds to customer inquiries quickly and courteously.
• Handles customer complaints professionally to resolve issues.
• Completes orders, sources equipment, places service calls, and processes cancellations.
• Coordinates equipment deliveries and monitors invoices.
• Logs calls in CRM and enhances follow-up marketing efforts.
• Continuously expands knowledge of Sunbelt equipment to better serve customers.
• Collaborates with Team Leader/Manager to ensure quality service.

Skills

Call center experience

Customer service

Bilingual (Spanish/English)

Excellent communication

Multitasking

Phone etiquette

Tools

Wynne POS

CRM software

Job description

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.

Job Description Summary

Position Responsibilities:

• Provides responsive, exemplary customer service to Strategic Customers, both current and potential customers, regardless of the reason for contacting Sunbelt Rentals
• Responds to customer inquiries quickly and courteously via phone, email or chat, as needed
• Handles customer complaints in a professional manner in order to resolve the complaint to the satisfaction of the customer and Sunbelt Rentals
• Completes customer orders, sources equipment as needed, places service calls, processes order cancellations and requests equipment pick-ups
• Sourcing equipment throughout the Sunbelt network, coordinating deliveries, monitoring invoices, reviewing on-rent weekly for targeted customer base, mediation of invoice disputes and other account maintenance issues as required
• Goes above and beyond to find innovative solutions to satisfy the customer’s needs
• Always displays a positive and enthusiastic attitude with our customers
• Clearly and concisely communicates the actions being taken to satisfy the customer’s needs
• Follows communication procedures, guidelines and policies
• Improves marketing strategies and customer follow-up by logging each incoming phone call and categorizing each call appropriately in the Customer Relationship Management (CRM) program or similar program used for that purpose
• Continue to enhance knowledge about Sunbelt’s equipment to better provide for customers
• Commitment to utilize applications to provide continued service to customers
• Works closely with the Team Leader and/or Manager to ensure proper customer service is being delivered
• Other duties as assigned by the Team Leader and/or Manager

Requirements:

• Education & Experience: Previous experience in a call center customer service role
• Familiar with Sunbelt’s equipment
• Strong customer service ethic and positive approach toward the customers’ needs to do whatever it takes to meet the customer’s expectations
• Excellent interpersonal, written and oral communication skills
• Effective listening skills and the ability to ask probing questions and understand concerns
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
• Must possess a professional, friendly attitude and strong telephone handling skills to be able to quickly develop a rapport with customers over the phone
• Must be a strong team player and enjoy supporting others to “get things done”
• Must display a positive, enthusiastic, helpful and professional attitude at all times
• Previous equipment rental or construction industry experience preferred
• Working knowledge of Sunbelt’s point of sale system (Wynne) preferred
• Bilingual Spanish/English 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. The above description covers the principal duties and responsibilities of the job. The description shall not, however, be construed as a complete listing of all miscellaneous, incidental or similar duties which may be required from day to day.

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

Base Pay Range:

$21.38 - 29.39 Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience.

Benefits Package

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

You will become eligible for benefits on the first of the month following 30 days from your start date.

• 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

A leader in the equipment rental industry, 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’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. Sunbelt Rentals means diversity, teamwork, recognition for exceptional performance, and room to grow!

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

Service Areas

• Climate Control Services
• Industrial Services
• Tools & Equipment
• Oil & Gas Services
• Power & HVAC Services
• Pile Driving Services
• Pump Solutions
• Scaffold Services
• Remediation and Restoration