Spec I - Commercial Service in Clearwater, FL at PODS

JOB SUMMARY

The Specialist - Commercial Service is responsible for making/receiving telephone calls and receiving/sending emails to deliver 100% customer satisfaction to PODS’ commercial customers. This is accomplished by answer incoming calls promptly after completing the previous call, providing customer support and referring more complex issues and lead opportunities to field sales staff. The Specialist - Commercial Service will also be responsible for initiating new and following up on open Incident Reports created by escalated situations. This role will also ensure that information regarding delivery, pick up, redelivery and final pick up of containers is accurate and completed in a timely manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Perform daily duties involving the operation of a sophisticated phone system and proprietary software program
• Maintain high phone adherence to sell to and service commercial customers
• Solve complex customer service issues
• Address customer needs from the initial delivery to the scheduling of final pick up of containers
• Initiate new and follow up on open Incident Reports derived from escalated situations
• Maintain a 100% customer satisfaction outlook at all times
• Maintain relationships with franchisees and corporate operations staff that is customer and profit-focused
• Utilize CRM to update and manage the customer account lifecycle
• Capture and input information for the scheduling of the initial delivery, pick up, redelivery, and final pick up of all customer’s containers
• May perform other duties and responsibilities as assigned