Client Service Representative Team Leader - King of Prussia, United States - Trane Technologies
Description
At Trane Technologies TM and through our businesses including Trane and Thermo King , we create innovative climate solutions for buildings, homes, and transportation that challenge whats possible for a sustainable world.
We believe in a better future when we uplift others and enable our people to thrive at work and at home.
We boldly go.Job Summary:
Delivers service to our customers meeting financial and business goals and objectives. Provides customer support and ensures customer satisfaction goals are achieved. Supervises account management activities of account team members on assigned service accounts. Responsible for contract renewal, expansion, improving customer satisfaction and ensuring contractual obligations are being met. Identifies opportunities for growth in assigned customer portfolio and partners with the sales team as required. Works with account team(s) to develop innovative solutions that provide a profitable, measurable and repeatable value. Mentors Client Service Team and participates in their training, activities and managing outcomes.
Responsibilities:
Supervises Client Service Team for customer satisfaction, retention and growth for assigned portfoliosResponsible for onboarding and training of new Client Service Team membersAssist Area Service Managers with the monthly manpower and financial forecastWeekly meeting with Client Service team to review dashboard goals, including tech leads, visits and opportunitiesEnsure Client Service team adheres to process timelines including monthly renewals and quoted bookingsResearch and review all invoice and credit issues with Client Service TeamReport to Service Leadership team on weekly basis to provide update on financial goals and marginsDrives the account management process for assigned portfolio, which includes development of customer account profiles, account strategies, service delivery plan, customer budget planning and scheduled customer visits.
Responsible for responding to customer inquiries/concerns, escalating issues to Service Managers as neededHandles special assignments with regard to profit, renewal, escalation and execution of key accountsWork with Client Service Team to ensure accountability for T & M and Quoted work pull-through opportunities.
Includes confirming proposals are delivered to the customer in a timely manner.Ensure Client Service Team is reviewing the financial performance of all accounts on monthly basis and are presenting a correction plan on all poor performing service agreements.
Collaboratively work the Client Service Team to build development plans for each team member based on goals and ambition.Other
Responsibilities:
Prioritizes workload and request to ensure customer 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.
Operate a variety of standard office machines, including a personal computer and a variety of computer software and phone systems.
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.
Qualifications:
Associates degree or equivalent work experience in a relevant field. Experience in a customer service capacity a plus. To perform this job successfully; an individual must be able to perform each essential duty satisfactorily. 20% travel required. Must be able to perform in high-stress situations. Must be able to communicate effectively in person, by phone and through written communication. Must be proficient with use of the telephone and voice mail, the computer, and other office equipment. Able to commute reliably to office base.
This role has been designatedas Hybrid Flex for yourday . While most work must bedone on-site, there is flexibilityto work remotely whenworkflow and priorities allow. *The Company reserves theright to modify this designationshould business needs require.
We offer competitive compensation and comprehensive benefits and programs.
We are an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.
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