Job description

Customer Experience Coordinator (CEC)

Position Overview:

The primary job function of the CEC is to follow up with our existing customers after PM Service or shop repairs have been completed. Record and measure Customer Satisfaction Index by simple survey.
Sell 2nd segment work from the PM write-up or repairs that need to be quoted.
To take ownership with customer concerns and see them through to completion. This position is to be the liaison between the customer and DARR Equipment and to address all customer needs or concerns.
Moto: Add Techs & Rent Trucks.

Job Responsibilities:

Customer Out Reach

o Daily customer follow up on completed PM Maintenance Reports, Units returned after being repaired in our shop and rental deliveries.

Customer Survey:

o Complete a short verbal satisfaction survey with each customer to determine their level of satisfaction. If there experience isn’t excellent, why? If an issue or concern is identified, take it to the Operations Manager immediately and follow up with the customer with a solution or an answer.

o Record and measure Customer Satisfaction Index (CSI).

PM Report Follow-Up:

o Identify critical repairs or safety related repairs that require immediate attention. Address these with the customer with the intent to schedule a service technician for an onsite visit to repair the unit. Go from Contact to service call versus contact to quote.

o Reduce Quoting: Our goal is to significantly reduce the need to create a formal quote prior to scheduling the job through the service department. Give customers a cost range for the repairs you discuss. (this worksheet will be provided)

o Work closely with CSR’s when customer visits are necessary

· Quote Preparation

o Customer Engagement: Initiate service quotes as necessary within 24 hours of request. Parts quotes Parts, Service quotes Labor.

o Utilize quoting resources to reduce quoting turnaround

o Review completed quote with customer to highlight critical/safety related repairs

· Promotion of short term rental equipment

Expectations:

· Follow up with customers on 100% of completed PM Maintenance Reports

· Achieve 90% close rate percentage on quoted work

· Work closely with the CSA’s and/or Service Managers to pre-schedule service calls

· Address any customer complaints, disputes or concerns immediately with Operations Manager

· Achieve a Customer Satisfaction Index between 96% - 99%

Required Skills:

· Organizational

· Customer Service/ Driven to Satisfy

· Empathy

· Time Discipline – Time Management

· Exceptional Phone/ Person to Person Communication Skills

· Conflict Management

· Team Advocacy

· Positive Attitude

· Personal Drive to Succeed

Job Type: Full-time

Pay: $45,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Experience level:

• 1 year

Shift:

• Day shift

Weekly day range:

• Monday to Friday
• No weekends

Work setting:

• In-person
• Office

Work Location: In person

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