• Perform routine CARE procedures to directly maintain the customers experience with OTIS AIR in a positive manner. • Record new maintenance plans. Implement & deliver the appropriate CARE (Customer Assurance, Review and Evaluation) plan for the relevant type of agreement. Responsible for all new maintenance agreement start-ups. • Implement & deliver the correct CARE plan for existing maintenance agreements. • Run monthly Agreement Renewal report for all agreements 3 months prior to anniversary date. If agreement performance is below planned Gross Profit or lower than previous year, advise Operations and relevant Service Manager. • Promptly notify Service/OPS & General Manager in response to notices of cancellation or dissatisfaction. Participate as required in the development of a salvage plan. • Assure that the relevant Customer Electronic Maintenance Agreement file is updated with all CARE related documents • The Customer Assurance, Review and Evaluation (C.A.R.E.) Program is designed to measure and improve the customers perception of the service offering provided by our organization. • The CARE ADVOCATE is expected to maintain a healthy relationship with our customers to assist in the open dialogue of customer concerns, positive feedback, areas of improvement, possible project/SPOT work. 1. Assure service provided to the customer is at or above the level of service sold to the customer and or expected by the customer. 2. Assure the customer continues to have a positive perception of the quality and value of service received. • Promote new business and upgrading of existing agreements. Generate and report leads and opportunities to the sales department. • Identify Repair and Project opportunities through customer discussions. Forward leads to be imputed to the quote register • In a timely fashion, prepares complete, clear, and concise reports and customer welcome CARE packages Maintain written supportive information in customers electronic files. • Conduct all business with outside agents in a manner which promotes a positive image of the company and creates a professional atmosphere. Motivate outside agents to look favorably on the Company in all dealings. • Provide support for any special projects as assigned by your manager. These special projects, at the determination of your manager, may or may not become part of this position’s primary responsibilities. Qualification • 10+ years of customer service experience in business development, account management and customer retention and satisfaction • Linc Service CARE and Customer Service Training • Proficient in Microsoft Office, Excel, and Word (Excel test will be administered)