Client Services Representative

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周一至周四，与同事在现场办公。周五可自主选择办公地点，根据工作需求灵活安排。

The Client Service Representative delivers exceptional service and support to our customers by executing the service agreement renewal process, providing quotations and following up on submitted leads. This role is important to meeting the financial and business goals for the Region’s service business. Reporting to the Service Leader, this role sits on the operations team and partners closely with the sales team.

Responsible for contract renewal, scope expansion, improving customer satisfaction, and ensuring contractual obligations are being met. Identifies opportunities for growth and sales 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. This position includes sales work at client’s facilities. Duties include making sales or obtaining orders or contracts for services.

• Responsible for customer satisfaction, retention, and growth for assigned portfolio mostly consisting of small service agreement customers and house accounts, including the identification and execution of additional service opportunities
• Delivers growth by prospecting other non-agreement customers; sources may include cold calls, leads linkage, quick quotes, equipment and connectivity reports along with new lead management.
• 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.
• 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 on all assigned accounts.
• Responsible for responding within 24 hours to all customer inquiries and concerns.
• Responsible for reviewing the financial performance of all assigned accounts monthly and providing a correction plan for poor performing service agreements to include AR follow up.
• Responsible for meeting department growth plans by selling and expanding customer base.
• Responsible for customer assurance regarding equipment up-time and reliability.
• Assists in creating standard work / cadence for meeting customer needs.
• Assists Account Managers with strategic customers assigned.
• Ensure customer opportunities are entered into Salesforce accurately and that the sales pipeline is actively reflected.
• Other duties as assigned.

• Certificate/degree from college or technical school with two (2) years related experience and/or training; or three (3) years of related experience and/or training with HS Diploma/GED
• Competencies:
  
  strong customer orientation towards focus, service, and relationship building, problem solving and critical thinking particularly under situational pressure, self-starting and initiative, financial acumen, collaboration and teamwork, adaptability and agility, results orientation
• Must be able to communicate effectively in person, by phone, and through written communication.
• Must be proficient with the use of the telephone and voicemail, the computer, and other office equipment.
• Able to work extended hours on occasions when required.
• Physically able to attend customer site meetings as required.

• Must possess a valid driver’s license for a minimum of 12 months, with no major…