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United Rentals Customer Service Representative, National Accounts in Charlotte, North Carolina
Facilitate/execute National Account customer's business activity, coordinating with branches and other sources. Aggressive follow through of customer reservations and contracts with proactive problem resolution skills
Answer incoming calls and processing incoming e-mails from National Account customers or branches and address their requests and issues
Identify customer needs (up-sell contractor supplies as necessary), fill orders and negotiate pricing for equipment within prescribed guidelines
Contact/respond to the appropriate branch and discuss job requirements, pricing or issues to be resolved
Monitor and track National Account jobs and leads
Follow-up with branches to ensure rental agreements are accurately processed and equipment and materials are delivered on-time and complete, ensuring customer satisfaction
Populate any required jobs spreadsheet
Maintain open communication with The National Accounts Sales Team
Continuously communicate with the NA Sales Team any customer issues, including pricing issue
Research potential new National Accounts customers (i.e., review company data), complete lead worksheet and review leads with Manager for follow-up with the NA Sales Team
Day-to-day problem resolution.
Responsible for assisting customers and other colleagues in resolving day to day issues
Completing Service Quality Reports (SQR's) in the system and communicating to management per the established escalation process
Maintain records and reports on National Accounts
Update account database
Produce reports on account performance and provide input to management on performance, issues, success stories, etc.
Responsible for capturing and reporting on individual monthly numbers
Key Performance Standards:
90% daily phone service levels
Effective problem resolution
Efficient and accurate execution of reservations, quotes, and pick-up tickets
Timely and accurate submission of individual reports
Bachelor's degree preferred, or 1 year customer service experience
Entry level. Strong customer service orientation. Sales experience is a plus.
Working knowledge of MS Excel, Word, PowerPoint, SURI, and general office equipment
Problem solving skills and ability to multi-task
Good communication (particularly telephone skills
United Rentals, Inc. is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.