Client Services Representative (CSR) - Harrison Energy Partners : Job Details

SUMMARY DESCRIPTION:

Full time position responsible for driving exceptional customer service for our clients, while meeting financial and business goals and objectives. Provides support ensuring customer satisfaction goals are achieved. Responsible for agreement renewal, expansion, improving customer satisfaction and ensuring contractual obligations are met. Identifies opportunities for growth and pull-through sales in assigned customer portfolio and partners with the sales team as required. Works with Service and Operations (Administrative & Field Operations) Team(s) to develop innovative solutions that provide a profitable, measurable and repeatable value. This position includes work at client's facilities.

PRIMARY ESSENTIAL DUTIES AND RESPONSIBILITIES:

+ Working safely is our company's number one business objective. It is the responsibility of each employee to comply with all safety and health requirements whether established by the company or by federal, state or local law. Each employee must be dedicated in his or her safety responsibility while conducting business. It will be a condition of employment that all employees are expected to work safely and contribute to the safety of others.

+ Responsible for client satisfaction, retention and growth for assigned portfolio.

+ Assists with account management process for assigned portfolio, which includes development of customer account profiles, account strategies, service delivery plan, customer budget planning and scheduled client visits.

+ Refer leads to account managers for project development & proposal. Collaborate with account managers and team leaders to drive the successful sale and renewal of agreements.

+ Identifies and communicates issues, potential business goals and objectives to the account team(s) on all assigned accounts.

+ Responds within 24 hours to all client inquiries and concerns.

+ Is expected to visit customer sites to ensure customer satisfaction is being met. Will discuss future sales opportunities to meet client needs and department growth goals.

+ Identifies T & M and Quoted Job pull-through opportunities. Works with the service team developing and delivering proposals to the client in a timely manner.

+ Responsible for reviewing the financial performance of assigned accounts on a monthly basis and working with Service Leadership to develop a correction plan for poor performing service agreements.

+ Reviews and prioritizes weekly activities and requests with the Service Manager.

+ Assist Service Manager with the monthly manpower forecast.

+ 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, computer software, phone, fax, calculator, shredding machine and copy machine.

+ Maintain regular consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health & safety procedures.

+ Assists Service Team Leaders and technicians, as requested, to ensure the technician's schedules and parts/materials are in place to deliver company profits and meet the client obligations on assigned portfolio. (i.e. assign work orders, supply literature needed, etc.)

+ Work with subcontractors, as requested, on jobs to gather quotes and coordinate work. Examples include working with filter subcontractors, eddy current vendors, and crane companies.

+ Responsible for reviewing the financial performance of assigned accounts on a monthly basis and work with Service Leadership to develop a plan for poor performing service agreements.

+ Responsible for reviewing all open work orders on a weekly basis to ensure that work is being executed and closed to exceed client satisfaction and company financial goals. Provide weekly report to Service Manager.

+ Arrange and participate in meetings, conferences and project team activities.

+ Pursue personal development of skills and knowledge necessary for the effective performance of the role. Attend training to develop relevant knowledge, techniques and skills.

+ Perform any other related duties as required or assigned.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

EDUCATION AND/OR EXPERIENCE:

Bachelor's degree in business or related topic required. Minimum 3 years experience in a customer service capacity required. Must be able to communicate effectively in person, by phone and through written communications. Must be able to multi-task in high-stress situations. Must be proficient with use of the telephone, voice mail, computer and other office equipment. Must be proficient in the use of MS Office, internet and e-mail. Must be able to work extended hours on occasion, when necessary. Must be able to relate to customers at all levels. Must be willing and able to make jobsite visits to accomplish goals and objectives.

SUPERVISORY RESPONSIBILITIES: None indicated.

REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS:

State driver's license, auto insurance, auto registration, acceptable driving record.

PREFERRED CERTIFICATES, LICENSES, REGISTRATIONS: None indicated.

SOFTWARE SKILLS REQUIRED:

___ Basic ___ Intermediate _ X __ Advanced

Specific Programs and/or skills: Heavy Excel and presentation skills.

COMMUNICATION SKILLS:

This individual must possess an exceptional ability to communicate with all levels of the organization; as well as, external vendors, business contacts, existing customers and potential customers. Communicate liaise verbally and in writing between clients, 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 and written instructions. Provide accurate and timely information.

WORKING AND/OR ENVIRONMENTAL CONDITIONS:

The following work environment characteristics described here are representative of those an employee encounters while performing essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Typical Office Environment. The noise level in the work environment is usually low.

This position also requires job site visits where the employee may be required to review or evaluate activity in mechanical/equipment rooms and could experience possible extreme weather conditions. The noise level in this environment is usually moderate.

PHYSICAL REQUIREMENTS:

The following physical activities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and expectations.

While performing the functions of this job, the employee is regularly required to sit, talk or hear; frequently required to use hands to finger, handle, or feel; and occasionally required to stand, walk, reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision; and color vision.

TEAMWORK

+ Demonstrate and promote a spirit of cooperation and teamwork throughout the company;

+ Continually look for ways to improve our processes and ability to serve our customers effectively;

+ Continually strive to improve personal performance. Take an active role in seeking training or other opportunities for growth and development.

BUSINESS BEHAVIOR & ANTITRUST

Do not discuss with competition (includes similar Service/Parts companies and manufacturing representatives).

+ Company price, costs, profits, or terms of sale;

+ Person or companies with whom the William A. Harrison Inc., Harrison Energy Partners, or Best HVAC Parts & Supply will or will not do business;

+ Geographical areas of operations.

CONFIDENTIALITY & CONDUCT

+ Do not divulge any confidential personnel and/or corporate policy;

+ Will not engage in gossip or other unprofessional conduct;

+ May not make changes in his/her job description, standards of performance or quarterly objectives without consultation with your direct supervisor, manager or executive leadership.