Customer Service Manager

Job Description

Job Description

Customer Service Manager

Position Summary

Rentex Audio Visual & Computer Rentals is seeking a highly motivated Customer Service Manager who will be responsible for assisting Account Managers in selling our products and services nationwide. This position is available at our Phoenix and Las Vegas offices. The selected candidate will be required to respond to order requests from customers, order entry requests from Account Managers, and administrative requests from Account Managers and the Director of Sales. This position reports directly to the Director of Sales.

The ideal candidate brings AV knowledge, a strong service mindset, and the ability to manage a high volume of customer interactions in a fast-paced environment.

Duties & Responsibilities

• Provide excellent customer service to external and internal clients.

• Maintain clear and concise communication with customers and co-workers in a high-pressure environment.

• Escalate unresolved issues to the appropriate internal contacts.

• Effectively manage a high volume of incoming calls and emails with professionalism.

• Build and maintain rapport with Operations and Logistics coworkers across the company.

• Consistently improve knowledge of Rentex rental inventory through self-study, monthly team presentations, and quarterly training sessions.

• Remain current with trends and initiatives within the audio visual & computer rental industry.

• Communicate with all Rentex offices regarding new and/or changing orders.

• Maintain a safe, organized, and clean work environment to ensure safety and compliance.

• Comply with company policies and procedures.

• Perform other related duties as assigned by the Director of Sales.

Attributes & AbilitiesGeneral

• Ability to reprioritize tasks and manage all customer expectations to meet deadlines.
• React to changing circumstances and handle customer objections in a professional manner.
• Be able to work as part of a team, and have the desire to be part of a growing company.
• Strong written and verbal communication skills.
• Extensive knowledge of Microsoft Word & Microsoft Excel.
• Basic understanding and skills with Rentex’s inventory platform to solve problems.

AV & Technical Knowledge

• Possesses 3+ years of AV experience in the live event environment.
• A strong knowledge of audio, video, lighting, and computer equipment and specifications.
• Well versed in standard live event production practices and standards.

Sales

• Be personable with an ability to elicit trust and enthusiasm from existing clients.
• Work with customers to resolve issues involving changes to orders, pricing, and returns to ensure customer satisfaction while keeping the interests of Rentex in mind.

Work Environment

This position operates in an office environment with regular interaction across departments.

Position Type & Expected Hours of Work

This is a full-time position. Days and hours of work are subject to change and may rotate. Needs of the business may dictate long hours and weekend work during high demand periods.

Physical Demands

While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; talk or hear. The employee must occasionally lift or move objects up to 50 pounds.

Preferred Education & Experience• 4-year college degree

• At least 3 years of experience in audio/visual, event production, or a related field

Compensation & Benefits

Rentex offers a competitive total compensation package, including:

• Competitive salary based on experience
• Medical, dental, vision, and life insurance
• Short- and long-term disability coverage
• Paid time off and paid holidays
• 401(k) plan
• Training and advancement opportunities