Rental Customer Service Representative

Job Description

Job Description

Job Summary:
The Rental Customer Service Representative (CSR) is responsible for delivering exceptional customer service, by having Heavy Equipment knowledge, or Farm equipment knowledge, ensuring accurate billing and record-keeping, managing inventory effectively, and utilizing company systems, such as Flyntlok, Outlook, Teams, and the CRM. The CSR plays a key role in coordinating with the Location Manager, Service Department, Delivery Drivers, and Rental Yard Staff to ensure smooth operations. Additionally, the CSR will work closely with other locations for inventory availability and transfers and help optimize delivery logistics for cost-effective and profitable transportation services.

Roles and Responsibilities:

1. Customer Service:
• Provide excellent customer service by addressing customer questions, offer rental solutions, and resolving any issues related to rental equipment.
• Communicate proactively with customers about rental status, availability, and delivery timelines.
• Resolve customer complaints and issues with professionalism, aiming for a quick resolution that ensures customer satisfaction.
2. Billing and Record Keeping:
• Ensure all rental transactions are accurately billed, including charges for rentals, equipment usage, and any additional fees such as cleaning, fuel, damages or late fees.
• Maintain accurate and up-to-date records of all rental contracts, invoices, and customer interactions.
• Work efficiently with the Location Manager to resolve any billing discrepancies in a timely manner.
3. Inventory Management:
• Track rental inventory, ensuring availability and readiness of equipment for customer use.
• Coordinate with the service department and rental yard staff to inspect and prepare equipment for rent.
• Report lost sales and work with the Location Manager to monitor inventory levels and make necessary adjustments based on demand.
• Communicate with other locations to ensure inventory availability and facilitate transfers when necessary, ensuring equipment is allocated efficiently across locations.
4. System Usage:
• Use Flyntlok to manage rental orders, track inventory, and process billing and returns.
• Use the front counter playbook to ensure all processes and procedures are consistently followed.
• Utilize Outlook for email communication and scheduling customer appointments and follow-ups.
• Leverage Microsoft Teams for internal collaboration with the Location Manager, service department, and other departments.
• Use the CRM system to track customer interactions, record inquiries, and manage customer relationships effectively.
5. Delivery Logistics:
• Ensure efficient and cost-effective delivery and pickup of rental equipment, working closely with delivery drivers to schedule and optimize transport routes.
• Ensure that delivery and pickup processes are streamlined to reduce costs and maximize profitability, including verifying accuracy of equipment loads and routes.
• Collaborate with the service department and rental yard staff to ensure timely and accurate delivery of equipment to customers.
• Monitor transportation services and address any delays or issues that may arise, proactively communicating updates to customers and internal teams.
6. Communication:
• Communicate with the Outside Sales Staff to capitalize on sales opportunities, maximize efforts to secure rental and whole good sales business. This ensures a seamless customer experience across both rental and sales channels.
• Maintain strong communication with the Location Manager to address customer needs, rental availability, and inventory management.
• Work closely with the Service Department to ensure rental equipment is properly maintained, repaired and ready for use.
• Coordinate effectively with Delivery Drivers to manage delivery schedules, transportation logistics, and equipment loading/unloading.
• Communicate regularly with the Rental Yard Staff to ensure the timely preparation and availability of equipment.
• Communicate with other locations to facilitate inventory transfers and ensure equipment availability across locations.
• Utilize radio communication effectively to ensure timely and efficient communication across the location, ensuring quick responses and coordinated efforts between departments and teams.
7. Administrative Support:
• Assist with filing, organizing rental contracts/sales orders and handling administrative tasks as needed.
• Ensure compliance with company policies and procedures related to rentals, billing, and inventory management.
• Contribute to a clean and organized work environment, both in the facility and digitally.
8. Safety and Compliance:
• Ensure that all equipment meets safety standards and that customers are informed of proper usage and safety protocols.
• Comply with company safety guidelines and industry regulations to maintain a safe working environment.

1. Professional Appearance and Adherence to Dress Code:

• Always maintain a professional appearance, adhering to the company’s dress code policy.
• Ensure personal grooming is appropriate and reflects the professionalism of the company.
• Dress in a manner that promotes a positive image of the company, ensuring the attire is clean, neat, and suitable for the work environment.

Work Environment:
The Rental Customer Service Representative will primarily work in an office environment with some interaction on the rental yard/shop for equipment inspections, and coordination with delivery drivers and service teams.

While these are the primary roles and responsibilities of this position, there may be times when assistance in other departments is required, and flexibility is expected to adapt and support the overall benefit of the customer and the company