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Role Description

This position is responsible for coordinating and executing the emergency and planned replacement jobs as well as preventive maintenance contracts for commercial customers participating in our National Accounts program. This position is remote. Schedule is Monday-Friday 8am-5pm EST and includes nights, weekends and holidays when on call.

What you will do:

• PROJECT MANAGEMENT SUPPORT
  • Coordinate with Sales Team to identify and select Commercial Service Providers in each major market to provide installation and repair services to Rinnai Commercial National Account customers.
  • Develop cost standards by type of project for labor and material negotiations for Installation and repair proposals.
  • Review and mitigate labor and material invoice variances to CSP installation quote.
  • Manage CSP grading process to be used by National Account Team to identify best source of labor in each major market based on Quality, Delivery, Cost of services.
  • Monitor Customer Resource Management (CRM) and other established tracking systems (Syteline, Service Channel, etc.) to ensure all relative account information is accurate and up to date.
• SALES/CUSTOMER SUPPORT
  • Actively receive, manage, and complete emergency and non-emergency commercial service issues and inquiries received by phone, email, or service management providers platforms (Service Channel, Eco Trak, Corrigo, etc.).
  • Apply Rinnai’s “world class” customer service philosophy to our commercial customer base mainly composed of National Account (Brands) Customers, CSP’s, potential CSP’s, and distribution contacts.
  • Create Trouble-shooting guides for Rinnai products and those competitive models most used by Rinnai Commercial Account Customers, train National Account Coordinators to use guides to restore Hot Water to customer locations via phone when possible.
  • Develop Account Management relationships with customer base.
  • Establish effective working relations with Rep agencies, distributors, Area and Regional Sales Managers when needed to execute and dispatch emergency and planned calls.
  • Help to identify key account product and part item details and enter the orders directly into the Rinnai MRP computer system, ensuring orders are processed completely, accurately, and timely.
  • Use available technologies and product literature and follow established processes to ensure the effective handling of commercial customer inquiries and needs.
  • Follow up as needed on all active account-related issues in an efficient and timely manner.
  • Awareness and compliance with policies and procedures.
  • Escalate and reach out across the organization with a sense of urgency for assistance when needed.
• OTHER
  • Willing to work weekly rotating On Call schedule, 24/7, including weekends, responding to customer emergencies, and customer updates.
  • Other duties and responsibilities as required.

Qualifications

• High school diploma or equivalent required.
• Minimum 10 years of dispatch in a multi-task oriented busy environment, job costing, project management, account management, sales support, or other related customer service experience in a customer support setting. Management experience a plus.
• Pre-existing relationships with key service providers in major markets throughout the US.
• Possess Knowledge of market-based pricing for labor and materials by type of job.
• Proven experience and knowledge effectively servicing direct customer accounts in a multi-channeled working environment.
• Customer Resolution Techniques to successfully complete most challenging customer situations.
• Existing fundamental knowledge of Rinnai America’s product portfolio and customer interaction protocols preferred.
• Technical repair in the plumbing or appliance industries. Water heating preferred.

Requirements

• Confident, professional, courteous telephone techniques.
• Excellent verbal and written communication skills to deliver and interpret information exchange concisely.
• Build and maintain relationships with key accounts, sales reps, customers, and staff at all levels.
• Able to negotiate toward win/win solutions.
• Time management skills, with the ability to listen and follow through with appropriate action with a sense of accuracy and urgency.
• Working knowledge of MS Office (Word, Excel). Ability to create and use spreadsheets as needed.
• Ability to perform mathematical calculations in proposals for cost and profit analysis.
• Demonstrated ability to aggressively and proactively follow-up until job is completed.
• Ability to be self-directed and follow-up on active jobs in a timely manner as expected by the customer.
• Ability to proactively identify continuous improvement initiatives to enhance customer experience.
• Ability to sort through complex data, prioritize, and resolve multi levels of information.
• Ability to work co-operatively and effectively in a team while developing effective interdepartmental relationships.
• Strong account management skills.
• Adaptability and flexibility.
• Ability to plan and operate with a minimum of supervision.
• Approachable, able to establish rapport.

Physical Requirements

• Constantly remaining in stationary position, often standing, or sitting for prolonged periods.
• Occasionally, adjusting or moving objects up to 2lbs in all directions.
• Constantly, communicating with others to exchange information.
• Repeating motions that may include the wrists, hands and/or fingers.
• Constantly, assessing the accuracy, neatness and thoroughness of the work assigned.

Benefits

• Medical, Dental, Vision, and Prescription.
• Flexible Spending Account (FSA) options for Medical and Dependent Care.
• Paid Time Off (PTO), Floating Holidays (FH).
• Paid Holidays.
• 401(k) Plan with Company Match.
• Company Paid Life Insurance.
• Voluntary Life Insurance.
• Short- and Long-Term Disability.
• Professional Development.
• Tuition Reimbursement.
• Annual Incentive Plan (AIP).
• Referral Bonuses.
• Paid Volunteer Community Service Day.
• Tobacco and Drug-Free Campuses.
• Employee, family, and friend’s discount.