Client Service Representative
Tozour-Trane - King of Prussia, PA

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DESCRIPTION

Client Service Representatives are responsibile for delivering superior service to our customers while meeting financial and business goals and objectives. Local travel required.

Provides customer support and ensures customer satisfaction goals are achieved. Supervises account management activities of account team members on assigned service accounts.

Responsible for contract renewal, expansion, improving customer satisfaction and ensuring contractual obligations are being met.

Identifies opportunities for growth in assigned customer portfolio and partners with the sales team as required.

Works with account team(s) to develop innovative solutions that provide a profitable, measurable and repeatable value.

Will report to the Service Area Supervisor. Excellent opportunity for a recent college grad who is looking to get their foot in the door with a reputable company!

DUTIES

Responsible for customer satisfaction, retention and growth for assigned portfolio.

Drives the account management process for assigned portfolio, which includes development of customer account profiles, account strategies, service delivery plan, customer budget planning and scheduled customer visits.

Identifies and communicates issues, business goals and objectives to the account team(s) on all assigned accounts.

Responsible for responding within 24-hours to all customer inquiries and concerns.

Visits job sites as required ensuring that assigned work is being executed properly, looking for growth opportunities and communicating with the customer.

Responsible for working with the Service Resource Coordinators to ensure the technician's schedules and parts/materials are in place to deliver company profits and meet the customer obligations on assigned portfolio.

Responsible for preparing subcontract agreements for all assigned work.

Responsible for T & M and Quoted Job pull-through opportunities, working with the estimating team on the proposals and delivering proposals to the customer in a time frame to meet their needs.

Responsible to review the financial performance of all assigned accounts on monthly basis and provide a correction plan for poor performing service agreements.

Responsible for reviewing all open work orders on weekly basis to ensure that work is being executed and closed to exceed customer satisfaction and company financial goals.

Provides a weekly call plan to the Service Area Supervisor and the Director of Operations.
Assist Service Area Supervisor with the monthly manpower and financial forecast.

Other Responsibilities:
Prioritizes workload and request to ensure customer and employee satisfaction are delivered.
Establish and maintain effective working relationships with co-workers, supervisors and the general public.

Prepares reports and correspondence and maintains files.

Arrange and participate in meetings, conferences, and project team activities.

Operate a variety of standard office machines, including a personal computer and a variety of computer software, phone, and fax, calculator, shredding machine and copy machine.

Communicate and liaise verbally and in writing between customers/suppliers/visitors/enquirers and relevant staff, and interpret and respond clearly and effectively to spoken requests over the phone or in person, and to verbal or written instructions. Provide accurate and timely information.

Maintain regular consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health & safety procedures.
Pursue personal development of skills and knowledge necessary for the effective performance of the role.

Attend training and to develop relevant knowledge, techniques and skills. Adhere to health and safety policy, and other requirements relating to care of equipment.

Other responsibilities as required.

QUALIFICATIONS

Bachelor's degree in business or related topic required or equivalent work experience.

Must have relevant customer service, sales, or account management experience. Experience in a similar industry preferred.

Must be able to multi-task in high-stress situations.

Must have excellent communication skills and be customer-service oriented. We are looking for someone with a positive attitude and hard work ethic.

Must be proficient with use of the telephone, computer, and other office equipment.

Must be adept in use of MS Office, the internet, and e-mail.

You will receive a car allowance, laptop, and phone. Responsible for customer satisfaction, retention and growth for assigned portfolio.

Drives the account management process for assigned portfolio, which includes development of customer account profiles, account strategies, service delivery plan, customer budget planning and scheduled customer visits.

Identifies and communicates issues, business goals and objectives to the account team(s) on all assigned accounts.

Responsible for responding within 24-hours to all customer inquiries and concerns.

Visits job sites as required ensuring that assigned work is being executed properly, looking for growth opportunities and communicating with the customer.

Responsible for working with the Service Resource Coordinators to ensure the technician's schedules and parts/materials are in place to deliver company profits and meet the customer obligations on assigned portfolio.

Responsible for preparing subcontract agreements for all assigned work.

Responsible for T & M and Quoted Job pull-through opportunities, working with the estimating team on the proposals and delivering proposals to the customer in a time frame to meet their needs.

Responsible to review the financial performance of all assigned accounts on monthly basis and provide a correction plan for poor performing service agreements.

Responsible for reviewing all open work orders on weekly basis to ensure that work is being executed and closed to exceed customer satisfaction and company financial goals.

Provides a weekly call plan to the Service Area Supervisor and the Director of Operations.
Assist Service Area Supervisor with the monthly manpower and financial forecast.

Other Responsibilities:
Prioritizes workload and request to ensure customer and employee satisfaction are delivered.
Establish and maintain effective working relationships with co-workers, supervisors and the general public.

Prepares reports and correspondence and maintains files.

Arrange and participate in meetings, conferences, and project team activities.

Operate a variety of standard office machines, including a personal computer and a variety of computer software, phone, and fax, calculator, shredding machine and copy machine.

Communicate and liaise verbally and in writing between customers/suppliers/visitors/enquirers and relevant staff, and interpret and respond clearly and effectively to spoken requests over the phone or in person, and to verbal or written instructions. Provide accurate and timely information.

Maintain regular consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health & safety procedures.
Pursue personal development of skills and knowledge necessary for the effective performance of the role.

Attend training and to develop relevant knowledge, techniques and skills. Adhere to health and safety policy, and other requirements relating to care of equipment.

Other responsibilities as required.