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United Site Services National Account Specialist Re in Westborough, Massachusetts

Primary Purpose

About USS

You may not notice United Site Services, but we are always there - at construction sites, industrial facilities and live events all across America. We take pride in providing essential services like portable restrooms, portable sinks, temporary fence and more for customers across 25 states. Join a company that makes a difference in communities across the country while providing for yourself and your family.

Role Description

The Elite Customer Care Agent role is an essential partner in the USS sales process and service support providing a world-class customer experience for our USS A+ ranked customers. This world-class service offering is vital to maintaining and expanding our A+ Customer wallet share while efficiently guiding customers through the required process based on their initial request and uncovered opportunities. The ECCA will be responsible for properly qualifying and managing all the A+ ranked customer's needs from sales, service, or billing and ensure they are handled with speed, efficiency, clarity and quality. This role should have a clear understanding of the USS's sales process and methodology, systems, products, and business sectors, as well as a solid understanding of the A+ customer they are assisting on each contact.

Essential Functions

  • Demonstrate strong safety awareness and leadership

  • Set standards of excellence for inbound sales and service teams

  • Respond, engage and qualify inbound A+ customer inquiries with confidence, empathy, and clarity

  • Partner with sales, operations, and marketing to execute on world-class inbound customer experience

  • Maintain highest quality, long-term partnerships with A+ ranked customers

  • Uncover opportunities to offer additional products to A+ customers that meet their business needs

  • Hold professionally engaging conversations over the phone and via e-mail

  • Industry knowledge: Ag, Industrial, Construction, Residential, Gov., commercial, events

  • Provide customer-focused solutions to meet A+ customer needs, including any required identification, qualification, and follow-up

  • Be aware of competitor activities in the region and assess opportunities for business development

  • Work to revenue targets and KPI's as set by Supervisor

  • Assist with cross-functional team requests and communications

  • Utilize outside sources to assist in driving KPI's and manage intelligently

  • Ensure customer's needs are met while adhering to the USS sales process

  • Identify key individuals of A+ ranked customers through researching and obtaining common business requirements of such ranked customers and presenting solutions

  • Keep up to date with industry news to identify opportunities for new business

  • Act as the subject matter expert of all USS products and services

  • Educate customers on their LOB to expand their spend

  • Produce quotes and orders through USS Tools and systems

  • Document sales activities and leverage business intelligence through Salesforce.com

  • Know the key steps of projects and project management

  • Ability to navigate Salesforce.com effectively and efficiently

  • Adding: Projects, Contacts, Accounts, other applicable data entry

  • Champion, demonstrate, and uphold our values: Easy, Safe, & Clean

  • Execute billing and service needs with immediacy and empathy

  • Perform other duties as required by management

  • Demonstrate desire to succeed and win as well as grow career opportunities

Qualifications

  • Strong PC proficiency (Microsoft Office, CRM, etc.)

  • Customer Service Experience

  • Customer Relationship development

  • Ability to solution sell through value alignment to differentiate USS offerings from the competition

  • Ability to control and direct conversation to ensure a positive result

  • Capable of working independently with minimal direction

  • Teamwork across USS departments to "exceed customer needs"

  • Quality listening and communication

  • Follow through

  • Time Management

  • Organization

  • Excellent follow up skills (leads, issue resolution, etc.)

  • Strong written and verbal communications

  • Convey confidence of their expertise to customers

  • Decision Making and Problem Solving

  • Other required skills: Meeting Sales Goals, Motivation for Sales, Presentation Skills, Performance Management, USS products and sector knowledge, Building Relationships, Emphasizing Excellence, Negotiation, Results Driven, Safety Champion, Sales Planning, Managing Profitability, Salesforce.com proficiency

  • Proven track record of building business and hitting sales and service targets

Physical Requirements

  • Sit while answering phones or reply to emails

  • Use hands and fingers to handle, control or feel objects tools or controls

  • Repeat the same movements when entering data

  • See details of objects that are less than a few feet away

  • Speak clearly so listeners can understand

  • Understand the speech of another person

  • Focus on one source of sound and ignore others

  • Hear sounds and recognize the difference between them

  • See differences between colors, shades and brightness

EEO Statement

United Site Services is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: race, color, religion, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation , gender identity , age (40 and over), national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status or any other status protected by federal, state or local law. Our commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, including supervisors and co-workers.

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