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Client Success Coordinator I

2 months ago

Orlando, Florida, United States Mobile Mini Full time
ABOUT MOBILE MINI:

At Mobile Mini, our dedicated team of professionals is essential to our success. We pride ourselves on offering competitive compensation and benefits, alongside opportunities for career advancement and community involvement.

As a leader in providing innovative portable storage and flexible workspace solutions, we cater to a diverse clientele across various sectors from numerous locations throughout North America.

Our core values guide our actions. We are committed to fostering a diverse workforce that reflects the communities we serve. We strive to create an inclusive and equitable environment where every individual can thrive and express their true selves.

ROLE OVERVIEW:

The Client Success Coordinator (CSC) serves as the primary link between Mobile Mini and our clients, ensuring effective communication throughout the order and billing processes. This role involves addressing client inquiries, managing service requests, and resolving any issues that may arise with precision and efficiency.

The CSC will oversee customer service inquiries, conduct invoice assessments, process off-rent requests, and collaborate with specialized teams to address client concerns.

Our Client Success Coordinator is dedicated to maintaining high service standards, responding promptly to client needs, and achieving exceptional customer satisfaction, embodying Mobile Mini's Core Values of:

  • Excellence
  • Inclusion and Diversity
  • Customer Commitment
  • Health and Safety
  • Trustworthiness
  • Community Engagement
KEY RESPONSIBILITIES:

Client Support:
Act as the main point of contact for client transactions from order initiation to return.

Ensure accuracy in processing orders, which includes:

  • Obtaining and managing signed agreements and/or purchase orders through appropriate systems.
  • Collecting necessary insurance documentation or confirming client enrollment in our programs prior to delivery.
  • Processing tax-exempt certificates as needed.
  • Updating pending orders and promoting additional products and services when appropriate.
  • Gathering essential client information for invoicing and payment processing.

Confirm delivery dates and conduct pre-delivery checks to ensure site readiness. Manage billing post-delivery and follow up with clients regarding returns.

Proactively engage with clients regarding fees or disputes approximately 65 days after unit delivery.

Quality Customer Service:
Handle service requests within our Customer Relationship Management (CRM) system, ensuring timely resolution of issues.

Provide comprehensive support, including:

  • Managing incoming calls for the Client Success team.
  • Reaching out to clients nearing lease expiration to discuss renewal options.
  • Coordinating on-site relocations and processing change requests.
  • Addressing invoice inquiries and processing payments.
EDUCATION AND EXPERIENCE:

Qualifications:
To excel in this role, candidates must demonstrate the ability to perform essential duties effectively. The following skills and experiences are required:

  • Proven experience in customer support or service, with the ability to work independently in a dynamic environment.
  • Strong communication skills, both verbal and written, with the ability to listen actively and negotiate effectively.
  • Proficiency in MS Office applications and familiarity with CRM systems.
  • Customer-oriented mindset with the ability to adapt to various client personalities.

Preferred Qualifications:
A college degree is preferred; however, candidates with a high school diploma and relevant experience will also be considered. Experience in customer service, logistics, or the rental industry is advantageous.

PHYSICAL REQUIREMENTS:

To perform the essential functions of this role, employees must be able to sit and move within the office environment, communicate effectively with colleagues and clients, and may require travel for training purposes.

Mobile Mini is an equal opportunity employer and values diversity in our workforce.