Rental Advisor at Curtis Lane Holdings LLC – Roanoke, Virginia

Description

Join our growing and successful team and grow your career at Curtis Lane! We need your dedication to customer satisfaction and expertise in collaboration skills to complete our team! When you join Curtis Lane Equipment, you’ll receive competitive pay, medical, dental, 401k company match, weekends off, paid holidays, paid time off and more!

JOB SUMMARY:

The Rental Advisor plays a critical role in supporting the Rental Department’s profitability by maintaining a high level of customer satisfaction including establishing and identifying customer needs, effectively meeting their needs, providing effective communication, building rapport and maintaining trust and continued patronage.

This important role is the “face” of Curtis Lane and its products/services and the incumbent must effectively collaborate with the team, customers, business partners and vendors to convey satisfactory customer service at all times, abiding by the Company’s three (3) core values of Honesty, People and Growth, exhibiting a people focus perspective and genuine care and pride in our organization.

The incumbent in this role will be responsible for effective problem solving and must consistently provide assertive diligence in building customer relationships, meeting and resolving customer inquiries/concerns to full resolution as well as incorporating use of team/leader support and guidance as necessary, keeping key team members informed and up to date on status of equipment in order to best meet customer needs.

Duties and Responsibilities:

• Maintain clear and organized documentation and initiates/follows up on processes to assure a smooth rental experience
• Responsible for consistently documenting outreach activities/”cold call” and “customer contact maintenance” activities to meet expected metrics ongoing, using required systems as directed
• Assures optimal rental revenue including reviewing performance metrics to anticipate rental trends and needs by going above and beyond to meet customer needs, troubleshoots rental availability, negotiates scheduling of rentals based on supply/availability, anticipates customer dissatisfaction and initiates notification to the Store manager on any possible customer recovery action needed
• Maintains accurate assessment of status of equipment inventory and initiates appropriate work flows in managing equipment maintenance including pressure washing, servicing and repairing to assure rentals are clean, operating effectively
• Consistently epitomizes Company core values including genuine care for others
• Collaborates with team, customers, business partners, vendors in meeting best rental outcomes
• Completes assigned training timely, effectively communicates training needs/concerns
• Effectively maintains clean and organized working environment at all times
• Anticipates needs of the team related to effective rental outcomes and assures effective communication with the team regarding status of rental inventory
• Mechanical aptitude or experience with Bobcat machinery and their practical applications preferred
• Must exhibit good safety habits at all times and show initiative to address/resolve any safety concerns that may arise
• Completes assigned training and independently seeks to improve knowledge/awareness in meeting customer needs
• Assesses competition and proposes adjustments to pricing/offers
• Anticipates other customer needs and collaborates with team to meet those needs
• Works collaboratively with accounting on customer credit/collections concerns for complete resolution
• Maintains availability to team through various modes of communications, i.e., in -person, phones (cell/office), intercom, radios, email/texts
• Maintains thorough understanding and willingness to learn construction phases involved in civil and commercial projects
• Other duties may be assigned to further enhance best customer service practices and optimal overall performance of the organization

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Requirements:

• Prior customer service experience of at least 1 year, dealer experience environment highly preferred; Bobcat machinery’s practical applications experience highly desired.
• Prior experience with scheduling, problem solving and service recovery
• Must possess excellent communications skills (verbal, written, presentation, listening)
• Prior experience using proprietary system applications
• Must have prior experience juggling multiple priorities
• Must be comfortable and effective in handling ambiguous information using effective critical thinking to proceed with solutions and meeting customer needs, maintaining calm presence, exhibiting high emotional intelligence high collaboration skills
• Must be detail oriented and perform documentation activities as directed
• Must present a professional demeanor and maintain positive interactions
• Must adhere to Company requirements, standards, policies and procedures
• Prior experience adhering to expected performance metrics

Physical/Sensory Needs:

May lift, carry, push, pull up to 75 lbs at a time frequently, using assistance as needed. Requires walking, climbing stairs/ladders, bending, crouching, crawling, pushing, pulling, lifting, carrying, using required safety measures. Uses keyboards, monitors and computers, phones, copy machines and other business equipment as well as tools/machinery requiring vision, eye/hand, coordination and finger hand dexterity as well as use of legs, feet, arms, hands, fingers in operating machinery. Must be able to work indoors, standing for up to 100% of work schedule and may also require working outdoors in varying weather conditions up to 30% of work schedule.