JOB DESCRIPTION

Job Title: Customer Engagement Representative
Reporting to: Branch Manager or Customer Service Manager
Status Non-Exempt

KNOWLEDGE, SKILLS, CORE COMPETENCIES

• Excellent Communication Skills- Written, Verbal, Interpersonal, and Phone.
• Ability to think analytically, with focus on problem troubleshooting.
• A flexible and strong team player that can work in a fast-paced environment.
• Microsoft Office proficient.

EDUCATION/EXPERIENCE

• High School Diploma/GED or Higher
• 2 years of Customer Service Experience, preferably in the environmental/safety or rental field

PURPOSE

The Customer Engagement Representative’s primary responsibility is to support Pine customers by responding to inquiries about rental equipment, as well as sales of our products and services. These efforts result in the growth of the Branch. In addition, this role will support our operations and outside sales team, as well as other offices and departments.

PRIMARY RESPONSIBILITIES

• Intake customer inquiries for equipment rental, order status, and general questions.
• Develop and issue quotes for our products and services.
• Follow up on quotes, record in Pine’s database the outcome.
• Review customer orders to confirm that equipment, accessories, consumables, quantities, price, and any special contract instructions are understood.
• Assist in branch sales and marketing efforts through outgoing phone calls and emails.
• Communicate customer Order Confirmations and follow up upon delivery.
• Update Pine’s database with details and Call-Off information.
• Assist in scheduling delivery and pick-up of orders.
• Assist in locating equipment and shipping logistics.
• Help provide solutions when customers have issues.
• Enter repair orders when needed.
• Setup product replacement when needed.
• Maintaining contract files and customer correspondence.
• Record & investigate customer inquiries.
• PO processing when necessary.
• Billing/Invoicing customers.
• Credit card processing when needed.
• Promote a positive Health and Safety attitude / workplace.
• Have a basic understanding of our equipment and how it’s used.
• Keep a clean, organized well-maintained office.
• Other duties as assigned.