Supervisor, Strategic Customer Support

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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 rewardingcareer, we invite you to review our opportunities!

Job Description Summary

Strategic Customer Support Lead

The Supervisor, Strategic Customer Support leads a specific team to provide exceptional, professional and efficient service to Strategic Customers with rental and services provided from Power & HVAC, Pump & Power and Pump Solutions. Service is provided in a way that builds and promotes Sunbelt's reputation for exceeding the customer's expectations through the daily management of a team of employees to include hiring, motivating, recognizing and rewarding, coaching, counseling, training, and problem solving. The Supervisor 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, coaches and mentors Inside Sales Reps
• Manages daily operations through direction, coaching, and leading by example of hourly staff to meet all internal and external customer requirements.
• Provides and administers performance feedback and coaching on a regular basis to each team member.
• Ensures employees have appropriate training and other resources to perform their jobs.
• Drives incremental sales revenue for assigned Strategic Customers, supporting increased sales productivity of regional Strategic Customer Representatives (SCR's) & national Strategic Customer Manager's (SCM's), within Pump & Power, Power & HVAC and Pump Solutions
• Provides responsive, exemplary customer service to Strategic Customers, both current and potential, regardless of the reason for contacting Sunbelt Rentals
• Provides Year-round, 'Blue Sky' and disaster / catastrophe customer response support (includes SBR Districts, R&R team and Strategic customers)
• Coordinates people & communications while operating Storm Center / Response
• Responds to customer inquiries quickly and courteously via phone, email or SBR "Command Center", 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, sourcing equipment as needed, placing service calls, processing order cancellations and requesting equipment pick-ups
• Manage and participate in the On-call 24/7 fulfillment for core 60+/- customer, servicing after-hours as on-call point of contact for customer, resulting in 24/7/365 service to our customers
• Goes above and beyond to find innovative solutions to satisfy the customer's needs
• 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 Director/Manager to ensure proper customer service is being delivered
• Produces monthly and quarterly reports, which include; tracking ISR and customer performances. Includes customer revenues, quote pipelines, lost/missed and won orders, out-of-hours activities.
• Provides continual evaluation of processes and procedures. Recommends methods to improve area operations, efficiency and service to both internal and external customers. Implements and reviews call center policies and procedures.
• Performs other duties as assigned by the Manager

Other contributing roles

• Continue support with national Sunbelt events & functions
• General marketing, tradeshow, share-point, Power & HVAC support, Canadian tasks (Departments)
• P&P / Power & HVAC Safety communications and apparel
• Sales reporting & Training interactions with Fort Mill departments

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.

Sunbelt Rentals is an Equal Opportunity Employer - Minority/Female/Disabled/Veteran and any other protected ground

Are you seeking an entrepreneurial, empowering workplace that allows you to:

* Develop a career track
* Leverage your current skills in a challenging role
* Work with an incredible team of people

Sunbelt Rentals--the fastest growing rental business in North America--is seeking a Supervisor, Strategic Customer Support.

Education or experience that prepares you for success:

• Min 3- experience as a call center Team Lead
• Bilingual Spanish/English a plus

Knowledge/Skills/Abilities you may rely on:

• Equipment rental or construction industry experience
• Knowledge of point of sale systems (Wynne preferred)

The physical demands of this role require bending, squatting, crouching, reaching, lifting 25 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.

Related experience may include: Account Manager, Account Representative, Call Center Representative, Client Services Representative Lead, Customer Care Representative (CCR), Customer Service Agent, Manager Customer Service Representative (Customer Service Rep), Customer Service Specialist, Supervisor Member Services Representative, Lead Sales Facilitator