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Customer Service Representative, National Accounts

Company: United Rentals
Location: Charlotte
Posted on: December 9, 2018

Job Description:

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

Keywords: United Rentals, Charlotte , Customer Service Representative, National Accounts, Sales , Charlotte, North Carolina

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