THIS POSITION IS REMOTE: CANDIDATE MAY RESIDE IN THE FOLLOWING STATES: NC, SC, GA, CA (LA), TX (DAL/HOU).

POSITION PURPOSE
The Key Account Service Coordinator provides exceptional, professional and efficient service to Key Accounts, National Accounts in the rental of construction/industrial equipment. This position is considered the one centralized point of contact for these accounts and does whatever is necessary to satisfy the customer’s needs and requests. This role exemplifies strong customer service ethics, by demonstrating a positive approach toward the customers’ needs.

This position requires excellent communication skills, strong attention to detail, exceptional customer service abilities, and email etiquette. Also has a sense of urgency and able to enlist the aid and support of other departments to resolve issues in a timely manner.

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES

75%-

• Manage all National/Key Account customer orders and queries in accordance with Company Policy and Partnership Agreements
• Provides responsive, exemplary customer service to customers, regardless of the reason for contacting HD Rental Services
• Maintain all key accounts and ensure audits are done as needed with extensions, payments, and invoices
• Communicate effectively with the logistics/field to ensure effective delivery and/or special needs requested by the customer
• Manage all customer issues in accordance with Company Policy and the Partnership Agreements
• Communicate effectively with National sales manager, Business Manager and Key Account Supervisor on their customer’s activity, and ensure that the customers’ requirements are being delivered in accordance with their Partnership Agreement

  25%-

  • Other duties as assigned by the Team Leader, Supervisor and/or Manager
  • Goes above and beyond to find innovative solutions to satisfy the customer’s needs
  • Improve revenue and service standards by accurately establishing customers’ needs and identifying opportunities for additional rental and sales requirements
  • Manage all customer complaints and route complaints quickly to the Supervisor, and/or Manager when there is difficulty in resolving their issue(s) effectively and on a timely basis
  • Learn and understand the catalog of equipment available to proactively take care of the customer needs

    NATURE AND SCOPE
    This position reports to the Contact Center Supervisor
    This position has no direct reports.
    
    ENVIRONMENTAL JOB REQUIREMENTS
    Environment:
    This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.