Customer Service Consultant - EBI

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Where is the work:

Job Summary:

Customer Consultants are dedicated to serve customers and act as their representative to check on our work to ensure they are completed in good quality and on time. They must understand our internal escalation process to ensure customers’ issues are being escalated and handled promptly by respective stakeholders to quickly resolve issues, especially Hot Jobs. They act as customers’ consultant by understanding their needs and working out various options of solutions to meet those needs.

Customer Consultants act as a Customer Advocate who relentlessly drive resolution which may require resources and/or agreement across several departments. They have the customer's best interest in mind, and their goal is to address the immediate customer issue in a highly responsive manner, proactively identify the root-cause and provide recommendations for resolution.

Consistently delivering good service and care that keeps customers coming back and results in a competitive edge for our organization.

Job Responsibilities:

• Act as customers’ representative. Operate as the lead point of contact for all matters specific to the customers.
• Managing a portfolio of accounts and utilizes account management process to identify key customers and to develop specific action plans to grow identified accounts.
• Identifies potential options that would be required to meet customer needs and work closely with Technical Support Team to make those options available to customers.
• Identifies potential opportunities with existing and new customers and update customers on Service Agreement Contract and Valued Added Service Options like Trance Care Service, Chiller Renewal etc.
• Identify sales opportunities, elaborate proposals, and coordinate other processes to ensure high level of customer satisfaction to build and maintain strong, long-lasting customer relationships.
• Encourage customer growth and loyalty to the company through continuous support and customer assistance.
• Resolves customer complaints by investigating problems with internal stakeholders; develops, evaluates, and discusses possible solutions internally and make recommendation to customers.
• Organize regular Service Reviews with customers and Ops team on Hot jobs and critical issues.
• Understand customers / Vertical Market Needs and determines pricing and selling strategies.
• Prepares and reviews contract terms and conditions using standard Trane templates when applicable. Presents the proposal to the customer.
• Provides marketplace feedback, including competitive information, customer expectations, industry trends, etc.
• Organizing customers’ event and provide input to regular communication letter.

Qualification:

• Bachelor's degree in engineering with at least 2-3 years’ relevant owner direct sales experience.
• Knowledge in HVAC system, Chiller Plant, Airside, Energy Services and Building Services will be an added advantage.

Key Competencies:

• Ability to read, analyse, and interpret engineering documents. 
• Ability to respond effectively to the most sensitive inquiries or complaints. Read and comprehend instructions, correspondence, and memos.
• Effectively present information to customers and other employees of the organization.
• Ability to define problems, collect data, establish facts, and draw valid conclusions. 
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Enjoys working collaboratively with others and meeting new people.
• Willing to learn new options and upgrade their skillset to better serve customers.
• Direct Sales Exp. into Chillers or Applied.

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.