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Client Success Coordinator

2 months ago

Tacoma, Washington, United States Sprague Pest Solutions Full time

Are you enthusiastic about fostering exceptional client relationships? Do you have a keen eye for detail and a knack for devising innovative solutions to intricate challenges? If so, this position may be the perfect fit for you.


About Sprague Pest Solutions:
Pests can significantly impact public health and the safety of our food supply. Foodborne illnesses caused by pests affect millions of individuals each year.

At Sprague, our highly skilled and committed team is dedicated to designing and implementing pest management strategies that utilize cutting-edge technology and products to protect people, property, and food while minimizing environmental impact.

Joining Sprague means delivering unparalleled service with passion.

We prioritize our commitment to our clients and ourselves, emphasizing consistency, accountability, respect, teamwork among colleagues, clients, and the community, and environmental stewardship in our pest prevention efforts.


Your Responsibilities:
Establish enduring professional relationships with designated accounts and customer stakeholders.
Oversee account and billing setup and provide training related to large-scale client implementations.
Proactively evaluate customer satisfaction to mitigate turnover risks.

What We Offer:

Compensation:
$25-$30/hour plus a corporate bonus structure.
On-the-job training opportunities.
A sense of pride in your contributions and alignment with the Sprague mission.
A collaborative team environment grounded in family values.
Unlimited growth potential, including ongoing education and leadership development.

Benefits:
Health, Vision, and Dental Insurance available within 30 days of employment.
401K plan after one year, featuring a 100% match up to 3% and a 50% match up to 6%.

Paid Time Off:
Personal time available from day one, with holiday and vacation time accruing after 90 days.
Childcare assistance and a college savings program.

Sprague Pest Solutions is an Equal Opportunity employer that champions diversity through a culture of inclusion and opportunity.

All qualified candidates will be considered for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristics protected by law.

We maintain a drug and smoke-free workplace.

In accordance with federal regulations, all new hires will be required to verify their identity and eligibility to work in the United States and complete the necessary employment eligibility verification form upon hiring.


Qualifications:
Essential Requirements:
High School Diploma.
Minimum of 2 years of experience in customer service and account management.
Strong attention to detail and a commitment to high-quality work.
A desire for continuous learning and professional growth.
A competitive spirit in both individual and team settings.

Preferred Qualifications:
Experience with PestPac and Salesforce.

Position Overview:


The primary role of the Client Success Coordinator (CSC) is to provide a World-Class client experience while ensuring efficient and proactive account management.

The CSC will cultivate professional relationships with key client contacts, understanding their needs and concerns to guarantee effective account setup and relationship management.

The CSC will act as the customer's advocate within the organization, collaborating with field operations and back-office teams to facilitate the implementation and training of new services and billing arrangements, as well as modifications throughout the lifecycle of key accounts to best meet each client's requirements.


Key Duties & Responsibilities:
Proactively manage assigned accounts through setup, account management, and retention activities.
Build lasting trusted advisor relationships with assigned accounts and customer stakeholders.
Conduct regularly scheduled calls (Weekly, Monthly, Quarterly) with assigned accounts.
Facilitate Quarterly Business Reviews.
Monitor customer satisfaction to identify churn risks.
Lead administrative tasks related to large deployments for more complex accounts.
Oversee special billing for assigned accounts.
Troubleshoot and resolve issues during client implementations.
Collaborate with cross-functional teams.
Ensure compliance with customer agreements and other contractual obligations.
Perform additional duties as assigned.

Knowledge, Skills, and Abilities:
High School Diploma.
2+ years of experience in customer service and account management.
Experience with PestPac.
Effective verbal and written communication skills with customers, peers, and management.
Ability to navigate conflicts, recommend solutions, and facilitate options that align with customer and company objectives and values.
Strong organizational skills to prioritize and manage time effectively to meet quality standards and deadlines.
Adaptability to work efficiently in a fast-paced office environment.
Self-directed with the ability to escalate issues to management when necessary.
Ability to analyze data to identify and present trends, value, and ROI.
Excellent listening and presentation skills.
Independent judgment to handle customer issues effectively.
Attention to detail with the ability to identify and correct errors and inconsistencies.
Proficiency in computer software and systems, including Microsoft Office (Word, Excel, Outlook), scheduling and mapping software, billing systems, and web-based portals; quick learner of new software.

Work Environment and Physical Demands:
Frequent sitting at a desk to operate a computer, telephone, and other office equipment.
Regular communication with internal and external customers via telephone, in-person, and email.
Occasional walking, reaching, and/or stooping to access equipment and supplies.
Ability to lift up to 50 lbs.

Compensation:
$25-$30 Hourly Wage.