All Access Equipment is a leader in selling and servicing specialized access equipment in North America. Our main products include tracked Mobile Elevating Work Platforms (MEWPs), trailers, and articulated loaders. We are the exclusive distributor of CMC aerial lifts in North America. We have a passion for helping businesses work safely, efficiently, and in some of the most hard-to-reach places you can imagine.

What we do

At All Access Equipment, we enable our customers to grow their businesses by offering a high-quality, unique product. We back that with our first-class customer experience!

Our Service team provides lift inspections, warranty claims, service, and preventative maintenance. We provide services both at our Massachusetts headquarters, at our Salem, NH Dealership, or in the field, right where our customers are.

The job

Our Customer Service Agents are our first point of contact for customers or dealers needing assistance. Customer Service Agents receive phone calls, emails, and text messages from customers and turn them into solutions for our customers.

The agent will open cases for a customer, route a customer to a dealer or other department, process payments, assist in scheduling service, and answer frequently asked questions as needed.

Working for the Customer Service Manager, Customer Service Agents build a relationship with our customers and help ensure that our customers get the solutions they need quickly and effectively.

Specific duties include:

Main point of contact for rentals; includes quoting, invoicing, and taking payment, ensuring machines are service-ready, coordinating training and transport, contract execution, and working with the customer’s insurance company to ensure applicable and sufficient coverage.

Service writing: Documents all machine intakes, updates work orders accordingly, provides estimates to customers, and seeks opportunities for driving revenue through shop work. Works closely with the shop technicians.

Who we are looking for

We are looking for a bright, energetic, and organized individual to take on this exciting opportunity! Having a clear customer experience focus and strong project management skills will bring you great success in this role.
We are looking for someone with strong technical skills to work within our CRM system. If being on the cutting edge of customer service systems excites you, then this is a great opportunity for you.

Job Responsibilities

Customer Service 50%

• Receive customer requests via phone, email, and text messages and turn them into solutions
• Open cases in our CRM and ensure they get assigned to the right team for resolution
• Answer frequently asked questions and provide resources to customers
• Ensure customer contact and lift ownership information is up to date
• Follow-up with customers to ensure the work has met their expectations
• Process customer invoices, billing, payments, etc as needed
• Work with internal teams to build hand-off procedures to ensure that customers get to a resolution quickly and on the first call
• Work closely with the warranty administrator to ensure issues are resolved in a timely manner
• Develops relationships with service providers to maintain and expand our network nationally
• Provides administrative support to the Customer Service Manager as assigned

Rental Coordination 20%

• Coordinates equipment rentals to customers owners in the rental territory, including contract execution, quoting, invoicing, and taking payments
• Organizes training sessions and transport/pick-up logistics
• Ensures that rental fleet machines are repaired and maintained by working with the shop supervisor and service coordination manager
• Works with insurance companies to ensure coverage
• Collaborates with the Sales and Service teams to provide loaner machines where applicable
• Works with Dispatch to coordinate field repairs as needed

Service Writing 30%

• Greet all service customers and perform intake procedures, noting any damage and setting expectations with customers
• Turn intakes into estimates
• Communicate with shop technicians and the parts department to accurately and swiftly provide quotes to our customers
• Provides timely updates to customers with machines in our shop

Requirements

• 1 year of experience in equipment service, rentals, or a related field
• Experience in conflict resolution and de-escalation- Strong soft skills required
• Experience with work order and rental contract writing
• Organized and able to prioritize work appropriately in a fast paced environment
• Demonstrated level of excellence with customer communication and follow-up
• Strong computer, phone, and CRM skills

Desired Qualifications

• 2 years experience with Salesforce, Oracle Netsuite, or similar CRM
• 2 years experience in a call center or other customer service role
• Experience with scheduling travel & material transport
• Ability to speak Spanish, Portuguese, or Italian is a plus
• Experience with vendor negotiations and relationship management

Benefits

• 8 Paid holidays
• 15 days PTO per year
• 401k
• Health & Dental benefits options
• Tuition reimbursement (approval required)

All Access Equipment is committed to providing Equal Opportunity in Employment, to all applicants and employees regardless of, race, color, religion, g ender, age, national origin, military status, veteran status, handicap, physical or mental disability, sexual orientation, gender identity, genetic information or any other characteristic protected by law.