National Accounts Customer Service Rep

We are going through tremendous growth and career advancement which has led to increase career opportunities within our Customer Care Center! 

Temple Terrace, FL

United Rentals - Customer Care Center

<p>Start a career with United Rentals and be a part of a Fortune 500, industry leading organization. We are going through tremendous growth, which has led to increased career opportunities within our Customer Care Centers! Our Charlotte NC and Temple Terrace FL markets are hiring for the following positions and more: Inside Sales Representative, National Accounts Coordinator, and Customer Service Supervisor.</p> <p>For a sneak peek of our open positions see below. Click on any of these opportunities to learn more about that position and to apply. For a full list of our open positions, please visit: <a href=""></a></p>

keywords: summary,maintain,customer care,communication,reporting,production,quality assurance,analysis,research,solutions,degree,sales,network,teamwork,professional,communication,knowledge


Overview: 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.
Responsibilities: <ul> <li>Answer incoming calls and processing incoming e-mails from National Account customers or branches and address their requests and issues.</li> <li>Identify customer needs (up-sell contractor supplies as necessary), fill orders and negotiate pricing for equipment within prescribed guidelines.</li> <li>Contact/respond to the appropriate branch and discuss job requirements, pricing or issues to be resolved</li> <li>Monitor and track National Account jobs and leads.</li> <li>Follow-up with branches to ensure rental agreements are accurately processed and equipment and materials are delivered on-time and complete, ensuring customer satisfaction.</li> <li>Populate any required jobs spreadsheet.</li> </ul> <p><strong>Maintain open communication with The National Accounts Sales Team</strong></p> <ul> <li>Continuously communicate with the NA Sales Team any customer issues, including pricing issue.</li> <li>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.</li> </ul> <strong>Day-to-day problem resolution</strong> <ul> <li>Responsible for assisting customers and other colleagues in resolving day to day issues.</li> <li>Completing Service Quality Reports (SQR's) in the system and communicating to management per the established escalation process.</li> <li>Maintain records and reports on National Accounts.</li> <li>Update account database</li> <li>Produce reports on account performance and provide input to management on performance, issues, success stories, etc.</li> <li>Responsible for capturing and reporting on individual monthly numbers.</li> </ul> <p><strong>Key Performance Standards:</strong></p> <ul> <li>90% daily phone service levels</li> <li>Effective problem resolution</li> <li>Efficient and accurate execution of reservations, quotes, and pick-up tickets</li> <li>Timely and accurate submission of individual reports</li> </ul>
Requirements: <ul> <li>Bachelor's degree preferred, or 1 year customer service experience.</li> <li>Entry level. Strong customer service orientation. Sales experience is a plus.</li> <li>Working knowledge of MS Excel, Word, PowerPoint, SURI, and general office equipment.</li> <li>Problem solving skills and ability to multi-task.</li> <li>Good communication (particularly telephone skills.</li> </ul> <p><strong>Values and Culture:</strong></p> <ul> <li>Being focused on the customers needs.</li> <li>Being passionate about quality.</li> <li>Decisions based on facts and integrity.</li> <li>Being driven by goals and results.</li> <li>Taking ownership and being accountable for all we do.</li> <li>Being proactive with a can-do attitude.</li> <li>Being a team player.</li> <li>Being open and honest.</li> </ul> <p><strong>Office environment</strong>:</p> <ul> <li>Sitting at a desk</li> <li>Heavy use of computer systems (AS400/Network and PC applications)</li> <li>Heavy use of telephone and computer printer</li> <li>Flexibility to work any required hours</li> <li>Must be able to work under minimum supervision</li> <li>Occasional Traveling may be needed</li> <li>Other duties assigned as needed.</li> </ul>