Customer Retention Representative jobs in Lawrence, MA

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%

• Receive customer requests via phone, email, and text messages and turn them into solutions.
• Open cases in our CRM and ensure they get assigned to the right team for resolution
• Answer frequently asked questions and provide resources to customers
• Ensure customer contact and lift ownership information is up to date
• Follow-up with customers to ensure the work has met their expectations
• Process customer invoices, billing, payments, etc as needed
• Work with internal teams to build hand-off procedures to ensure that customers get to a resolution quickly and on the first call
• Work closely with the warranty administrator to ensure issues are resolved promptly
• Develops relationships with service providers to maintain and expand our network nationally

Rental Coordination: 10%

• Coordinates equipment rentals to customers in the rental territory, including contract execution, quoting, invoicing, and taking payments
• Organizes training sessions and transport/pick-up logistics
• Ensures that rental fleet machines are repaired and maintained by working with the shop supervisor and service coordination manager
• Works with insurance companies to ensure coverage
• Collaborates with the Sales and Service teams to provide loaner machines where applicable
• Works with Dispatch to coordinate field repairs as needed

Service Writing: 30%

• Greet all service customers and perform intake procedures, noting any damage and setting expectations with customers.
• Turn equipment intakes into estimates.
• Communicate with shop technicians and the parts department to accurately and swiftly provide quotes to our customers
• Provides timely updates to customers with machines in our shop

Requirements:

• 1-2 years of experience in equipment service, rentals, or a related field
• Experience in conflict resolution and de-escalation - strong, soft skills desired
• Experience with work order and rental contract writing
• Organized and able to prioritize work appropriately in a fast-paced environment
• Demonstrated level of excellence with customer communication and follow-up
• Strong computer, phone, and CRM skills

Desired Qualifications:

• Two years experience with Salesforce, Oracle Netsuite, or similar CRM
• Two years experience in a call center or other customer service role
• Experience with scheduling travel & material transport
• The ability to speak Spanish, Portuguese, or Italian is a plus
• Experience with vendor negotiations and relationship management

Benefits:

Experience:

• Customer Service: 2 years (Required)
• Salesforce: 2 years (Required)
• Equipment Rental: 1 year (Preferred)

Education:

• High school or equivalent (Required)

Job Type: Full-time, in-office position - Monday through Friday, 8am-4:30pm, in the Salem, NH office.