Client Experience Coordinator

2 weeks ago

Bothell, Washington, United States Cascade Drilling, LP Full time


Position at Cascade Drilling, LP

Come join an amazing team of close to 900 employees dedicated to providing Excellence on Every Level

The Client Experience Coordinator (CEC) supports prospects and clients by coordinating all aspects of their project needs. This includes handling opportunity inquiries, routing and tracking workflow in Salesforce, and following up on quotes to win the business. The CEC works closely with the operations team to understand local service capabilities, ensure accurate quoting, request scheduling availability, and resolve service-related customer service issues.

The CEC is part of a Client Experience Team that works tirelessly to understand the needs and motivations of the target audience, deliver the right resources at the right time, and exceed the expectations to drive client success. The CEC collaborates with field operations, administration, and corporate services teams to gather client feedback and insights that drive excellence throughout the entire brand experience.

ESSENTIAL FUNCTIONS
  • Liaison with estimators and operations to provide client support on pending opportunities to win the business
  • Qualify assigned leads and opportunities, enter them into Salesforce database
  • Nurture marketing qualified leads through the opportunity pipelines
  • Monitor 90-day and 1-year opportunity pipeline to ensure timely proposal follow-up and data integrity of assigned opportunities in Salesforce
  • Coordinate projects with operations team, log activity in Salesforce and maintain accurate prospect, account, and opportunity information
  • Connect clients with outbound sales, technical experts, or senior management when appropriate to support their needs
  • Capture client feedback for actionable insights that contribute to improving the client experience and internal workflows
  • Maintain relationships with clients to ensure long-term business success
  • Contribute to improvements in client retention and customer satisfaction through personal touchpoints throughout the buyer's journey
  • Meet or exceed individual, team, and company key performance indicators related to revenue, profitability, and client experience
  • Perform additional tasks as assigned
JOB REQUIREMENTS AND QUALIFICATIONs
  • High School Diploma or equivalent is required; a Bachelor's degree in Business Administration, Marketing or Environmental Sciences is highly desirable, but not required
  • One (1) to three (3) years of drilling, remediation, environmental or related construction industry experience desired as well as one (1) to three (3) years of previous experience as a Client Service Coordinator or similar position
  • Knowledge and prior experience with Customer Relationship Management (CRM) systems is desired (experience working with Salesforce is a plus)
  • Communicate in a friendly, service-oriented manner to ensure a positive customer experience
  • Ability to interact positively with clients and build collaborative relationships with internal stakeholders
  • Time management and organization skills to prioritize workload and align with team and company objectives
  • Basic project management skills and ability to coordinate project logistics with local operations and client
  • Motivated to work independently while meeting key performance indicators
  • Willingness to learn new skills
  • Basic knowledge of Cascade's services with participation in educational opportunities to further that knowledge
  • Working knowledge of Microsoft O365 suite
  • $19 - $29 per hour depending on exp.

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