Customer Experience Specialist

EquipmentShare is Hiring a Customer Experience SpecialistEquipmentShare is searching for a Customer Experience Specialist for our Corporate office in Las Vegas, NV, to help us provide exceptional service and support to EquipmentShare’s customers.About EquipmentShareEquipmentShare is dedicated to creating a connected jobsite for the modern contractor. We deliver user-friendly technology solutions that help contractors maximize their equipment uptime, reduce risk exposure and increase productivity. EquipmentShare’s product offerings include an improved equipment rental experience, fleet tracking and asset management software, hardware security solutions and predictive service and maintenance applications.EquipmentShare is the fastest-growing, independently owned construction equipment rental company in the country. We serve dozens of markets across the U.S. and are on track to create a national footprint in every major market in the country by the end of 2023. Our branch locations are equipped with a broad range of construction equipment, ranging from 150-foot telescopic booms to 120,000-lb. track excavators.EquipmentShare’s rapid growth goes beyond meeting a demand for equipment rentals in booming new markets. Instead, our mission begins with our rental product, and it’s a testimony to our ability to improve industry standards and better serve the customer. Our expansion and customer retention is a validation of strong contractor demand for the smart jobsite technology we’ve built into our rental fleet. And it’s just the beginning of our journey to establishing a global presence.Your Opportunity to Grow With UsThe EquipmentShare team is a close-knit group of professionals who all share an interest in providing a service and product that improve our customer’s experience. Above all, we care about building something people want, and the only way to do that is by assembling a skilled, passionate and talented team. Our mission is to improve productivity and efficiency throughout the entire construction industry, and our people are how we make achieving that goal possible.We’re seeking a Customer Experience Specialist who loves a challenge and wants the opportunity to grow with a fast-paced company. Industry competitors often have layers of tenured management that create barriers to career advancement. The opportunity for career growth is unparalleled at EquipmentShare, where you’ll find no shortage of challenging yet fulfilling work, chances to build new skills and supportive teammates who will push you to achieve your best.Primary ResponsibilitiesPerform job duties in accordance with EquipmentShare’s vision, mission, and values.Provide excellent customer service for EquipmentShare customers with clear answers to inquiries and appropriate referrals as needed.Respond to customer inquiries via telephone, chat, and email in an accurate, timely and professional manner and within established quality and service standards.Establish and maintain professional working relationships with internal and external customers and co-workers.Manage time effectively to ensure productivity levels and turnaround times are within established service standards.Establish and maintain adequate knowledge of EquipmentShare products, service offerings, and core systems, including customer-facing Track to troubleshoot and respond to customer and co-worker inquiries effectively and efficiently.Perform administrative functions within core systems, such as setting up new users and profiles, purchase order maintenance, service requests, and call-off requests.Utilize appropriate resources to ensure work is completed efficiently and within established service standards.Engage with new customers throughout the onboarding process to educate them on specific areas of doing business with EquipmentShare, such as self-service options, billing and payment features, rental agreements and contracts, and insurance requirements.Comply with EquipmentShare’s departmental and corporate policies and procedures as well as mandated state and federal laws and requirements at all times.Enhance industry and technical knowledge through actively participating in learning and growth opportunities.Work collaboratively with co-workers to achieve departmental and company goals and standards.Perform other duties and responsibilities as assignedAbout YouOur mission to change an entire industry is not easily achieved, so we only hire people who are inspired by the goal and up for the challenge. In turn, our employees have every opportunity to grow with us, achieve personal and professional success and enjoy making a tangible difference in an industry that’s long been resistant to change.Skills & QualificationsHigh school diploma at a minimum, Associates degree in business highly desired.Three years’ experience in a customer service role, preferably in a contact center or multi-channel communication environment.A passion for helping others and a willingness to go the extra mile in providing nothing less than exceptional service and a positive customer experience.Strong organizational skills with attention to detail and accuracy.Ability to multi-task and maneuver through various programs and applications while providing timely and superior service to customers.Apply analytical and critical thinking skills to identify issues, inconsistencies, and trends in addition to effective problem resolution.Excellent verbal and written communication skills.Working knowledge of G-Suite, including Gmail, Google Docs, Sheets, and DriveAbility to acquire new skills in a proficient manner.Accept responsibility for actions when necessary and learn from mistakes.Teamwork is key – be an active participant, pull your weight and be someone your team can depend on. Display positive, team-oriented behaviors.Ability to be flexible – adapt to change in a positive manner.Ability to work quickly and think logically, especially under pressure.Ability to reason with difficult and/or upset customers in a courteous and professional manner.Excellent phone handling, negotiating and active listening skills.Self-starter and highly motivated with a strong, positive work ethic that contributes to the vision of the department and the company as a whole.Must possess a professional yet enthusiastic and friendly demeanor.Ability to maintain a high level of confidentiality on sensitive topics.Ability to use diplomacy and tact when handling problems.Why We’re a Better Place to WorkCompetitive salaryHealth insurance and medical coverage benefits401(k)Generous paid time offStocked breakroom and full kitchenFree weekly team workout at a local gymVolunteering and local charity initiatives that help you nurture and grow the communities you call home through EquipmentCareOpportunities for career and professional development with conferences, events, seminars, continued educationSince our founding in 2015, we’ve had explosive growth”and we’re not stopping anytime soon. Ready to invest in our mission, invest in yourself and discover a better place to work? Then we’d love to meet you. Apply today.EquipmentShare is an EOE M/F/D/V