Sr. Customer Engagement Specialist in Elgin, SC at Sunbelt Rentals

Join Our Team!

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 rewarding career, we invite you to review our opportunities!

Job Description Summary

"The Sr. Customer Engagement Specialist will provide exceptional subject matter expertise while maintaining a professional, efficient service and digital support to our customers and teammates. This role holds responsibility for onboarding and managing the processes required to integrate with and provide support for our customers within our digital suite of products. This role exemplifies the Sunbelt Promise of reliability, availability, and ease to our customers and internal stakeholders."

Position Responsibilities:

• Creates and deploys customer success strategies within our eCommerce digital asset offerings, including development of onboarding plans, training programs and ongoing customer support for all digital channels; works one-on-one with customer(s) and sales managers guiding them through the entire customer journey while fostering a positive connection
• Builds and maintains customer relations by anticipating and advocating for customer needs
• Will provide SME and drives adoption and engagement of our eCommerce digital assets (mobile app, .com/command center, invoice integration, punchouts, etc.) through functional expertise, guided selling, and ongoing education of the value delivered through Sunbelt’s eCommerce tools and systems
• Supports management of customer portfolios and pilot program development for current and next gen customer opportunities
• Support and travel could include customer onsite demo/training, trade show events and/or internal employee eCommerce virtual/onsite demonstrations when needed.
• Creates feedback loops to identify customer and employee requirements to improve priorities
• Identifies opportunities and areas of improvement for customer retention initiatives, new product features and optimizations; identifies customer trends to help determine improvements to strategy, process, and digital service offerings
• Advocates for the business goals of customers and engages stakeholders to determine the best solutions to meet those goals
• Manages customer complaints by triaging, solving and/or assigning issues to the correct internal teams to resolve; responsible for communicating and engaging the customer to keep them aware of timeframes and steps to resolution
• Consults with sales teams and assist in customer selling opportunities of eCommerce products.
• Follows communication procedures, guidelines, and policies
• Works closely with customer success managers and product management team providing customer VOC feedback, opportunities to enhance and close the loop with stakeholders.
• Develops and maintains strong professional relationships with key individual stakeholders

Requirements:
Education & Experience:

• 7+ years of experience in communications, marketing, sales, account management or customer success
• Previous equipment rental or construction industry experience preferred
• Working knowledge of Sunbelt’s point of sale system (Wynne) preferred
• Knowledge of SalesForce and project management tools preferred
• Bilingual Spanish/English preferred
• Strong customer centric aptitude and positive approach toward the customers’ needs to do whatever it takes to meet the customer’s expectations
• Good working knowledge surrounding e-commerce analytics and metrics for success
• Displays a positive and enthusiastic attitude with our customers
• Must possess solid decision-making abilities in line with Sunbelt’s values to resolve customer issues in the absence of a higher level of management
• Goes above and beyond to find innovative solutions to satisfy the customer’s needs and deliver on expectations
• Excellent interpersonal, written, and oral communication skills
• Effective listening skills and the ability to ask probing questions and understand concerns
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
• Must possess a professional, friendly attitude with strong verbal and relationship building skills to be able to quickly develop a rapport with customers over the phone, web meetings or face to face
• Must be a strong team player and enjoy supporting others to “get things done”
• Ability to work independently and take ownership, while having fun

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

Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. Please visit https://www.sunbeltrentals.com/careers/ for more information on our benefits and to join our Talent Network.

Sunbelt Rentals offers generous benefits including health, dental, vision, life insurance, wellbeing, and a retirement plan with employer matching contributions in accordance with Sunbelt’s plans, policies, and applicable agreements (unless specified in a collective bargaining agreement).

Gear up for an exciting career!

Sunbelt Rentals supports service members. Veterans encouraged to apply.

If a current Sunbelt Rentals employee has referred you for an employment opportunity please notify them that you are applying for this position. In order for the employee to get a referral bonus they need to contact their regional recruiter.