Customer Success Coordinator

Fire Equipment Inc • Medford, MA, United States • 9m ago

Job Description

Job description

Fire Equipment Inc. is a full-service life safety company. Since 1928, we have led the way in the fire protection industry providing inspections, installation, design and repairs. We provide our services to a wide range of industries throughout the New England area.

FEI is a third-generation family owned and operated company. As such, FEI understands that open communication with both employees and clients is critical. Employees and clients alike are considered to be part of the FEI family.

Our employees take extreme pride in carrying out the company’s mission: to provide total life safety solutions protecting lives, valuable assets, and property.

SUMMARY: The Customer Success Coordinator plays an integral role in ensuring that all FEI customer accounts are set up and maintained properly in the Salesforce.com CRM system. The incumbent will use their excellent attention to detail and strong customer service skills to work across all departments and support our external customers as well.

DUTIES AND RESPONSIBILITIES:

· Maintain Salesforce.com CRM system, ensuring customer profiles are entered accurately and timely, make updates to customer accounts in a timely manner as well.

· Review customer agreements for accuracy and seek clarification from the Sales team as needed.

· Release Work orders once account set up/updates are completed.

· Process customer renewals each month.

· Update customer profiles with any upsells for services, equipment changes from technicians.

· Process billing for preventive maintenance work orders in a timely manner as well as contract billing invoices. Assist with Collections as needed.

· Run inspection reports for technicians, customer, or other internal business partners as needed.

· Performs other related duties as assigned by management.

SUPERVISORY RESPONSIBILITIES:

· This job has no supervisory responsibilities.

QUALIFICATIONS:

· Excellent attention to detail and commitment to delivering work with a high degree of accuracy.

· Superior customer service skills.

· Strong interpersonal communication skills with the ability to build rapport and establish trust with both internal and external customers.

· Ability to quickly learn new software applications and adapt to technological advancements.

· Strong understanding of customer relationship management (CRM) software and proficiency in utilizing it for customer tracking and management.

· Ability to work well in a fast-paced environment with frequent interruptions and shifting priorities.

· Experience in handling multiple stakeholders and effectively managing their expectations.

· High school diploma or general education degree (GED), or one to three months related experience and/or training, or equivalent combination of education and experience.

· Computer skills required: Experience with Microsoft Office; Contract Management Systems; CRM systems. Experience with Salesforce.com a plus

COMPETENCIES:

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

· Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.

Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly with peers and subordinates.

Benefits