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Customer Service Representative

Company: Aggreko
Location: New Iberia
Posted on: November 18, 2021

Job Description:

About Aggreko plc: Around the world, people, businesses and countries are striving for a better future. A future that needs power and the right conditions to succeed. That's why at Aggreko, we work 'round the clock, making sure our customers get the electricity, heating and cooling they need, whenever they need it - all powered by our trademark passion, unrivalled international experience and local knowledge. From urban development to unique commercial projects and even humanitarian emergencies, we bring our expertise and equipment to any location, from the world's busiest cities to some of the most remote places on earth. Every project is different, so we listen first and design a system supported by our service anywhere, to any scale. Transforming the lives and livelihoods of individuals, organisations and communities across the globe. We are seeking a highly motivated Customer Service Representative to be based in New Iberia, LA. This Customer Service Representative will act as the principle point of contact for our customers throughout the rental process after the order is placed. Advocating for the customer at key touch points, this role collaborates with Sales and Operations to ensure a great customer experience. Sound like you? Here's what you'll need to demonstrate: * Customer Focus: Dedicated to meeting the expectations and requirements for customers; gets first hand customer information, acts with the customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect. * Accountability & Ownership: Takes ownership of customers problems and assumes responsibility for actions, decisions and communication; driving for a successful outcome. * Informing: Provides the information people need to know to do their jobs and to feel good about being a member of the team; provides individuals information so that they can make accurate decisions; is timely with information * Quality Focus: Has a high level of commitment to not only doing your job, but doing it well; knowledgeable on products and services; detailed orientated to provide team and customers with the most comprehensive and efficient solutions possible. * Problem-solving: Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers. * Patience & Listening: Is tolerant with people and processes; listens and checks before acting; tries to understand people and the data before making judgement and acting; waits for others to catch-up before acting; sensitive to due process and proper pacing; follows established process; practices attentive and active listening; has the patience to hear people out; can accurately restate the facts and opinions of others even when he/she disagrees. * Negotiating: Can negotiate skillfully in tough situations with both internal and external groups; can settle differences with minimum of noise; can win concessions without damaging relationships; can be forceful and direct, as well as diplomatic; gains trust quickly and has a good sense of timing. * Integrity & Trust: Is widely trusted; is seen as a direct and truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn't misrepresent him/herself for personal gain. * Positive Attitude: Displays a positive attitude about the work to be done; addresses issues in an open, constructive, professional manner, and persuades others to approach issues in the same manner. Leads by example and sets standards for professional behavior. We're Experts. You'll have the following experience: * Minimum of 2 years of relevant Customer Service experience in a business to business environment, preferably within a rental environment * PC literacy in a Microsoft environment and ERP system * Proven customer focus with a strong sense of urgency for creative solutions * Acute attention to detail * Excellent interpersonal skills, with the ability to communicate across all levels of the organization, including effective written and verbal communication skills * Collaborative style with decisive, results-oriented approach * Ability to self-direct and self-manage * Willingness to learn all aspects of the business We're Dynamic & Innovative. In an ever-changing business you will be nimble in seizing opportunities to pioneer effective ways to meet and exceed your responsibilities: * Leads their team in the delivery of an exceptional customer experience, through meeting & exceeding the defined customer experience standards and touchpoint outcomes. * Principal point of contact, responsible for managing the customer relationship throughout the life of the hire, proactively setting expectations and communicating changes / delays at key touchpoints * Make ad-hoc decisions in the best interests of the customer. Well defined levels of autonomy will provide the framework to work within, allowing for an excellent customer experience. * Supports the customer with regards to new orders, post-order follow-up activities and in expediting the process. * Where necessary, translates customer requirements across multiple systems, ensuring the operational teams are well versed in customer requirements. * Takes ownership for all reactive customer queries, breakdown or complaints, liaising with the appropriate teams to ensure these are resolved promptly to the customers satisfaction. * Assumes responsibility for the communication and customer agreement of variations to the original order, including changing technical requirements, hire extensions and additional services. Has responsibility and ownership for all relevant customer queries. * Maintains high levels of customer satisfaction and positively impacts the customer feedback KPIs * Answers inbound telephone calls, emails, and other channels and deals with them promptly and efficiently against agreed touch point standards and KPIs. * Deliver an exceptional customer experience, through meeting and exceeding the defined customer experience standards and touch point outcomes. We're Together. In this role, you will have the opportunity to directly contribute to the success of your colleagues and interact with the wider Aggreko team. Why Aggreko? Here are some of the perks and rewards. * Competitive compensation * Profit sharing and employee stock purchase plan * Industry-leading benefit plans including medical, dental, life, disability and more * Retirement program with company match * Paid leave and ten (10) paid holidays * Continuous training and development with career growth opportunities Other information you should know. * Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Frequent periods are spent sitting and standing in the same location. While performing the duties of this job, the employee may occasionally be required to move about or lift light objects (typically less than 15 lbs.) * Work Environment: The regular work environment is usually an office setting with conditions typical of an office. The employee may infrequently be exposed to other conditions, such as outside weather conditions. The work environment usually has a quiet to moderate noise level. You may be asked or required to work after regular business hours including nights, weekends, and holidays. * Disclaimer: This information should not be construed as the position's exclusive standards. Performing other assigned duties is required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. Employees are responsible for knowing and following all company policies and procedures and Federal, State, and Local governmental regulations including Environmental Health and Safety requirements while working and representing Aggreko. At Aggreko, we're leading with confidence, bringing advanced rental energy solutions to the world, and providing you with pathways for success. If you are interested in joining our dynamic team, please submit your resume today. #LI-KP1 About Us We're the people who use our big boxes to make a massive difference. We believe in the positive impact of power and the ability to control temperature. We believe what we do opens up opportunity and creates potential for individuals, communities, industries and societies over the world. We believe when we work together we can do anything. We believe in the power of our team. We're the people who keep the lights on. And we recruit the best talent, too. Our four values help us get even better at what we do. It's the Aggreko way of working - we call it Always Orange. Always Orange means: Being dynamic: We're nimble and are always ready to react to an ever changing world. Being expert: We know our stuff, we're great under pressure and we thrive in our busy, fast-paced, deadline-driven environment. We use our experience to make a difference. We know how to challenge and we have the courage of our convictions. Being together: We play for Team Aggreko and value the expertise of everyone around us. We're accountable and we hold others to account. Being innovative: We never miss an opportunity to learn, to look out, or to be better. Aggreko is an equal opportunity employer. We are committed to providing an inclusive environment that allows each employee to be their best based upon their merit, talent and aspiration. We do not discriminate, and we abide by the laws in the locations in which we operate.

Keywords: Aggreko, Lafayette , Customer Service Representative, Sales , New Iberia, Louisiana

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