Client Service Representative

Join Us in Creating a Sustainable Future

Be a part of our mission! As a world leader in creating comfortable, sustainable, and efficient climate solutions for buildings, homes, and transportation, it's our responsibility to put the planet first. For us at Trane Technologies, and through our businesses including Trane® and Thermo King, sustainability is not just how we do business—it is our business. Do you dare to look at the world's challenges and see impactful possibilities?

Do you want to contribute to making a better future? If the answer is yes, we invite you to consider joining us in boldly challenging what's possible for a sustainable world.

Learn about our benefits designed for you to Thrive at work and at home.

We boldly go.

Where is the work:

Prioritize engaging with customers. When not directly interacting with customers; collaborate with colleagues in your office.

Job Summary:

Delivers positive customer service experience and sales solutions to our customers while meeting financial and business goals and objectives. Provides customer support and ensures customer satisfaction goals are achieved. Supervises account management activities of account team members of assigned service accounts. Oversees customer contract renewal, expansion, improving customer satisfaction and ensuring contractual obligations are achieved. Identifies opportunities for growth and sales in assigned customer portfolio by making sales, obtaining order or contracts for services.

Collaborates with cross-functional teams including billing and sales. Works with account team(s) to develop innovative solutions that provide a profitable, measurable, and repeatable value. This position includes customer support and sales activities at client's facilities.

What you will do:

• 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 and customer budget planning.
• Responsible for responding within 24-hours to all customer inquiries and concerns.
• Identifies and communicates issues, business goals and objectives to the account team(s) and leadership on all assigned accounts.
• Visit customers' sites to ensure assigned work is being executed properly, identifying sales 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 T & M and Quoted Job pull-through opportunities, collaborating with the account manager and the estimating team on the proposals and delivering proposals to the customer in a time to meet their needs.
• Responsible for customer Accounts Receivable communication and follow-up.
• Responsible for collaboration and follow up on sales leads and quick quotes.
• Responsible for service agreement renewal activity with customer directly, managing the booking process and achieving monthly targets.
• Responsible to review the financial performance of all assigned accounts on monthly basis and provide a correction plan for poor performing service agreements.
• Provides a weekly activity plan to the Client Service Team Leader
• Attends sales and customer support development trainings.
• Attends sales meetings.

Other Responsibilities

• Prioritizes workload and customer requests to ensure a positive customer experience.
• Establishes and maintains effective internal working relationships with co-workers, supervisors etc. along with external customers.
• Prepares reports/correspondence and maintains files.
• Schedules, participates and/or leads meetings, and project team activities.
• Communicate and liaise verbally, in writing, and in person with external and internal stakeholders. For example: customers/suppliers/visitors/enquirers and relevant staff. Provide accurate information in timely manner.
• Maintain consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health & safety procedures.
• Pursues personal development…