Job Title:

Client Support Specialist

Job Summary:

The Client Support Specialist will assist the Sales Manager with “house” accounts sales and administration. Will also work closely with Business Development Managers in post sale “hand-off” of B/C level clients. Responsibilities include but are not limited to: proactive customer contact, day-to-day handling of client support issues and resolutions, lead follow-up, client needs assessment, estimating, proposal generation, client kick-off meetings and other account management functions.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Establish, develop and maintain business relationships with existing and potential new customers to generate new contract service agreements, as well as obtaining renewals, rebids and COL’s.
• Effectively manage 200 customer accounts.
• Make telephone calls, schedule face to face site visits and facilitate presentations to existing and new customers.
• Develop clear and effective written proposals/quotations for current and prospective customers.
• Create, update and distribute Customer Performance Reports.
• Update and create new contracts as needed.
• Make recommendations to management at customer contract renewal time to facilitate development of plan of action i.e., escalation, termination or modification of scope of the contract.
• Communicate higher level sales opportunities to appropriate sales personnel.
• Proactively ensure that all customer needs are met and delivered per contract agreement.
• Communicate and follow through on all customer requests, needs, and/or issues to appropriate staff or management. Escalate issues as necessary or appropriate.
• Develops and maintains resource of information on products, vendors, subcontractors, government requirements, etc.
• Participate in trade shows and other marketing events as necessary.
• Ensures customer information is correct and necessary updates are made to COINS, as well as other CRM and Customer Management systems.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED) required; prefer four-year college degree or five to eight years of work experience in a sales environment. Prior work experience in the HVAC industry is necessary.