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Key Accounts Service Team Lead Coordinator

Company: Sunbelt Rentals, Inc.
Location: Saint Louis
Posted on: October 24, 2019

Job Description:

Join Our Team! Sunbelt Rentals strives to be the customer's first choice in the equipment rental industry. From pumps to scaffolding to general construction tools, we aim to be the only call needed to outfit a job site with the proper equipment. Not only do we offer a vast fleet that ranks among the best in the industry, we pair it all with a friendly and knowledgeable staff. Our employees are our greatest asset, and although we present a comprehensive equipment offering, our expertise and service are what truly distinguish us from the competition. We pride ourselves on investing in our workforce and offer competitive benefits, as well as extensive on-the-job training for all eligible employees. As a highly successful national company, we are constantly looking for talented individuals to support our growth. If you are interested in pursuing a rewarding career, we invite you to review our opportunities! JOB DESCRIPTION SUMMARY Key Accounts Service Team Leader Are you seeking an entrepreneurial, empowering workplace that allows you to: --- Develop a career track --- Leverage your current skills while developing new skills --- Work with an incredible team of people Sunbelt Rentals-the fastest growing rental business in North America-is seeking a Key Accounts Service Team Leader. The Key Account Service Team Leader leads a specific team to provide exceptional, professional and efficient service to Key Accounts, National Accounts and Premier Accounts in the rental of construction/industrial equipment and store items. The Team Leader provides day to day direction and subject matter expertise to team members in functioning as the one centralized point of contact for these accounts, doing whatever is necessary to satisfy the customer's needs and requests. This role exemplifies the Sunbelt Promise of reliability, availability and ease to our customers. Position Responsibilities: Leads a team of Key Account Service Coordinators with the following duties and responsibilities: Provides responsive, exemplary customer service to Key, National and Premier current and potential customers, regardless of the reason for contacting Sunbelt Rentals Responds to customer inquiries quickly and courteously via phone, email or chat, as needed Handles customer complaints in a professional manner in order to resolve the complaint to the satisfaction of the customer and Sunbelt Rentals Completes customer orders, sources equipment as needed, places service calls, processes order cancellations and requests equipment pick-ups Serves as the after hours on-call point of contact for Sunbelt Customer Service Representatives, resulting in 24/7/365 service to our customers Goes above and beyond to find innovative solutions to satisfy the customer's needs Always displays a positive and enthusiastic attitude with our customers Clearly and concisely communicates the actions being taken to satisfy the customer's needs Follows communication procedures, guidelines and policies Improves marketing strategies and customer follow-up by logging each incoming phone call and categorizing each call appropriately in the Customer Relationship Management (CRM) program or similar program used for that purpose Works closely with the Manager to ensure proper customer service is being delivered Other duties as assigned by the Manager Requirements: Education & Experience: Previous experience in a call center customer service role Strong customer service ethic and positive approach toward the customers' needs to do whatever it takes to meet the customer's expectations Must possess the ability to lead a team, providing direction and coaching as needed Must possess solid decision making abilities in line with Sunbelt's values to resolve customer issues in the absence of a higher level of management Excellent interpersonal, written, and oral communication skills Effective listening skills and the ability to ask probing questions and understand concerns Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment Must possess a professional, friendly attitude and strong telephone handling skills to be able to quickly develop a rapport with customers over the phone Must be a strong team player and enjoy supporting others to "get things done" Must display a positive, enthusiastic, helpful and professional attitude at all times. Preferred Qualifications: Previous experience as a call center Team Lead Previous equipment rental or construction industry experience Working knowledge of Sunbelt's point of sale system (Wynne) Bilingual Spanish/English a plus Physical Demands: Must be able to bend, squat, crouch and/or reach and lift up to 25 pounds or more, as required by the job. Some Sunbelt jobs may require driving for long periods of time, loading and unloading heavy equipment, performing work in extreme weather conditions including rain, wind or excessive temperatures and/or night and weekend work. All duties must be performed according to Sunbelt's safety policies and guidelines. Reasonable accommodations may be made to comply with ADA/ADAAA. The above description covers the principal duties and responsibilities of the job. The description shall not, however, be construed as a complete listing of all miscellaneous, incidental or similar duties which may be required from day to day. The physical demands of this role require bending, squatting, crouching, reaching, lifting 50 pounds or more, and working indoors/outdoors when required by the job. The above description is not a complete listing of all miscellaneous, incidental or similar duties which may be required from day to day. Reasonable accommodations may be made to comply with applicable laws. Sunbelt Rentals is an Equal Opportunity Employer - Minority/Female/Disabled/Veteran and any other protected class. Gear up for an exciting career! If a current Sunbelt Rentals employee has referred you for an employment opportunity please notify them that you are applying for this position. In order for the employee to get a referral bonus they need to contact their regional recruiter. Date posted: 10/22/2019

Keywords: Sunbelt Rentals, Inc., Saint Charles , Key Accounts Service Team Lead Coordinator, Professions , Saint Louis, Missouri

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