Customer Service Consultant -EBI

At Trane TechnologiesTM  and through our businesses including Trane® and Thermo King®, we create innovative climate solutions for buildings, homes, and transportation that challenge what’s possible for a sustainable world. We're a team that dares to look at the world's challenges and see impactful possibilities. We believe in a better future when we uplift others and enable our people to thrive at work and at home. We boldly go.

Job Summary:

EBI Customer Consultants are dedicated to serve our Contract/ Warranty customers by connecting with them regularly at least once a quarter and ensure to close the AMC contracts on time. As Trane’s representative they are expected to check on the routine works/ demand works with their customers to ensure that the customers’ expectations are met and customers are satisfied with our services.

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.

Responsibilities & Key competencies:

• Identify Customers in the area whose contract/ warranty is getting expired and connect with them in advance to close the renewal / linkage contract on time.
• Work on the Gaps if any to ensure these customers say with us under contracts.
• Act as customers’ representative.  Operate as the lead point of contact for any and all matters specific to the customers
• Managing a portfolio of accounts and ensure customers services requirements are served on top priority.
• Identifies potential options that would be required to meet customer needs and work closely with Technical Support Team/ Internal stake holders to make those options available to customers
• Work with these customers closely to extract additional valued added service Options like Trance Care Service, Part sales, retrofit sales etc and at the same time ensure to work with their customers closely to collect the payments on time.
• 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.

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.