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Job Information

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.