Customer Service (Rental Coordinator)

The Rental Coordinator is responsible for supporting the day-to-day administrative and operational activities of the Rental Department to ensure efficient, accurate, and timely rental operations. This role coordinates rental contracts, equipment logistics, billing, vendor communication, and customer service while maintaining strong cross-functional collaboration to deliver an excellent customer experience.

Essential Duties & Responsibilities:

• Serve as the primary point of contact for incoming rental department phone calls and emails.
• Respond to customer inquiries regarding equipment specifications, availability, delivery, pickup, and invoicing.
• Create and manage rental contracts, ensuring accuracy of customer, equipment, and shipping information.
• Distribute rental contracts, quotes, credit applications, and insurance requirements to customers.
• Coordinate rental agreements from creation through contract close-out.
• Generate and post rental invoices in accordance with contract billing cycles.
• Coordinate equipment deliveries and pickups with customers, Territory Managers, and internal departments.
• Partner with the Transportation Department to ensure timely and accurate equipment movement.
• Photograph the equipment at rental check-out and return to document condition.
• Prepare and communicate equipment damage quotes and coordinate billing for avoidable damage.
• Maintain accurate branch inventory records and activity reports.
• Create purchase orders for re-rented equipment and coordinate delivery and return with vendors.
• Verify vendor invoicing aligns with re-rent contracts and resolve discrepancies.
• Collaborate with Accounting/Credit to establish new customer accounts and reconcile vendor accounts.
• Code transportation invoices to the appropriate accounts.
• Open and manage work orders related to rental check-in/check-out and preventive maintenance.
• Maintain customer documentation, including insurance certificates and account records.
• Ensure rental equipment complies with OSHA and company safety standards.
• Report safety concerns or policy violations promptly to management.
• Collaborate cross-functionally with Sales, Service, and Transportation to support customer needs.
• Meet deadlines and perform all responsibilities in a timely and accurate manner.
• Perform other duties as assigned.

Knowledge and Skills Required:

• High school diploma or equivalent required.
• 2+ years of customer service experience in a fast-paced environment required.
• Experience in the equipment rental or service industry preferred.
• Strong computer proficiency required.
• Experience with Microsoft Excel required.

Skills & Abilities:

• Strong organizational and time management skills.
• Ability to manage multiple priorities and adapt quickly in a fast-paced environment.
• High attention to detail and accuracy.
• Strong verbal and written communication skills.
• Ability to collaborate across departments.
• Proactive, solution-oriented mindset.
• Experience with Microsoft platforms such as Business Central (BC), Equipsoft, or Power BI preferred.
• Customer-focused and professional demeanor.