Customer Retention Representative processes orders, prepares correspondence, and fulfills needs of existing customers that are at risk of cancelling services or orders. Addresses complaints with the goal of increasing satisfaction and securing renewals or saves. Being a Customer Retention Representative offers discounts or special deals as needed and within pre-established limits. Requires a high school diploma or equivalent. Additionally, Customer Retention Representative typically reports to a supervisor or manager. The Customer Retention Representative may require 0-1 year of general work experience. Possesses a moderate understanding of general aspects of the job. Works under the close direction of senior personnel in the functional area. (Copyright 2024 Salary.com)
Who we are
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 other equipment. We are the exclusive distributor of CMC aerial lifts in North America. We are passionate about helping businesses work safely, efficiently, and in some of the most hard-to-reach places imaginable.
What we do
At All Access Equipment, we enable our customers to grow their businesses by offering high-quality, unique products. 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 Representatives are the 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 Service Manager, the 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:
The primary point of contact for customers and dealers who need assistance; this includes opening cases for a customer, routing a customer to a dealer or other department(s), processing payments, assisting in scheduling service, and answering frequently asked questions as needed.
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 seek a bright, energetic, and organized individual for this exciting opportunity! Having a clear customer experience focus and strong project management skills will bring you great success in this role. Someone with strong technical skills to work within our CRM system. Being on the cutting edge of customer service systems excites you, which is an excellent opportunity.
Job Responsibilities
Customer Service: 60%
Rental Coordination: 10%
Service Writing: 30%
Requirements:
Desired Qualifications:
Benefits:
Experience:
Education:
Job Type: Full-time, in-office position - Monday through Friday, 8am-4:30pm, in the Salem, NH office.
*No agencies, please.
Clear All
0 Customer Retention Representative jobs found in Lawrence, MA area