Client Service Representative

Title:  Client Sales Representative (CSR)

Location: Service and Contracting Team

Reports to:  Area Service Manager

FLSA Status: Exempt

Works with: Service Team, Technical Service Team, Finance Personnel, HVAC Parts and Supplies Department, Customers, Vendors.

Job Summary: Delivers client service loyalty and account growth that meet client retention, financial and business growth goals. Provides client support and ensures customer satisfaction goals are achieved. Create and manage account activities that ensure client retention and sales goals are met. Identifies and creates opportunities for growth with your assigned client portfolio and new opportunities. Works with all teams to develop innovative solutions that provide a profitable, measurable and repeatable value. Works with sales team as required for teaming and learning opportunities.

Essential Duties and Responsibilities:

• Building strong and value driven relationships with clients
• Responsible for client account growth, retention and loyalty
• Delivers the account management process for assigned portfolio, which includes development of client account profiles, account strategies, service delivery plan, customer budget planning and scheduled client visits.
• Responsible for T&M and Quoted Job pull-through opportunities, working with the estimating team as required, preparing proposals and delivering proposals to the client in a time frame to meet their needs.
• Responsible for mining and selling new service agreements and projects for assigned leads  
• 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 client inquiries and concerns.
• Visits with clients on active job sites as required to ensure client satisfaction with on-going work  and looking for other sales opportunities.
• 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 meeting department growth plans by selling and expanding customer base.
• Responsible for customer assurance with regard to equipment up time and reliability.
• Provides a weekly activity plan to the General Service Manager, executes required sales tool activities and management and provides a monthly sales forecast.

Other Responsibilities:

• Prioritizes workload and request to ensure client 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. 
• 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.

 Must be vaccinated

Qualifications: Bachelor’s degree required or equivalent work experience. One year of prior experience as a Client Service Representative highly preferred. Experience in sales or strong client support and management required. Must have a strong desire to work in sales. Must have an active, valid drivers license and must have a passenger vehicle maintained and operated for reliable travel to client sites and other job duties.

Must be able to multi-task in high-stress situations. Must be able to communicate effectively in person, by phone, media and through written communication. Must be proficient with use of the all communication functions for a smartphone, the computer, and other office equipment. Must be adept in use of MS Office, COINS, the Internet and e-mail. Must be able to work remotely and in an office setting and work extended hours when required.