What are the responsibilities and job description for the Client Experience Specialist position at Pacific Rim Capital, Inc.?
The Company
PRC is the largest independent lessor of Material Handling Equipment in North America. With our strategic partnership with Fuyo General Lease Co., LTD., we’re accelerating our market share, portfolio offerings, and global expansion. Our data-driven leasing solutions help customers finance and optimize their equipment fleets across the U.S., Canada, Mexico, and Europe.
Consistently recognized as one of the fastest-growing private companies in Orange County, California, PRC manages over $1B in diverse assets. We are a certified Minority-Owned Business (NMSDC) and pride ourselves on our collaborative, innovative culture.
Job Summary
The Customer Experience Specialist (CXS) plays a pivotal role in guiding customers through their leasing journey, from initial award to ongoing management. This position emphasizes a proactive approach to communication, documentation, and relationship-building, ensuring that each client experiences a seamless and positive interaction with PRC.
Key Responsibilities
PRC is the largest independent lessor of Material Handling Equipment in North America. With our strategic partnership with Fuyo General Lease Co., LTD., we’re accelerating our market share, portfolio offerings, and global expansion. Our data-driven leasing solutions help customers finance and optimize their equipment fleets across the U.S., Canada, Mexico, and Europe.
Consistently recognized as one of the fastest-growing private companies in Orange County, California, PRC manages over $1B in diverse assets. We are a certified Minority-Owned Business (NMSDC) and pride ourselves on our collaborative, innovative culture.
Job Summary
The Customer Experience Specialist (CXS) plays a pivotal role in guiding customers through their leasing journey, from initial award to ongoing management. This position emphasizes a proactive approach to communication, documentation, and relationship-building, ensuring that each client experiences a seamless and positive interaction with PRC.
Key Responsibilities
- Client Engagement: Serve as the primary point of contact from lease award through commencement, ensuring customers remain informed and supported at every step.
- Champion the Customer Experience: Educate customers on PRC processes during onboarding, facilitate timely support for emerging needs, and maintain a focus on long-term satisfaction.
- Documentation Management: Collect, verify, and maintain essential files (e.g., Equipment Leasing Schedules, Amendments, Purchase Orders).
- Lease Coordination: Oversee all administrative obligations related to lease setup, ensuring precision and timeliness.
- Cross-Functional Collaboration: Work closely with internal teams (e.g., Sales, Portfolio Specialists) to align on customer requirements and deliver a cohesive service experience.
- Request Coordination: Triage and assign all incoming client requests to the appropriate departments, monitoring each request through resolution.
- Conflict Resolution: Address discrepancies between PRC and lessee requirements, escalating when necessary, and ensuring final solutions are documented and implemented.
- Tailored Customer Support: Handle tasks such as onboarding, offboarding, portal demonstrations, and meeting scheduling according to each client’s needs.
- Bilingual (Spanish/English): Highly desired for effective communication with diverse client bases (not required).
- Exceptional Communication: Comfortable engaging clients via phone, email, and video, with strong verbal and written skills.
- Emotional Intelligence: Proactively sense and address customer satisfaction or dissatisfaction to maintain a high-quality experience.
- Organizational Proficiency: Strong time management, prioritization, and follow-up skills in a dynamic work environment.
- Technical Aptitude: Familiarity with CRM systems (e.g., Creatio), email platforms, and basic data/reporting tools.
- Ownership Mindset: Commitment to driving issues to resolution in collaboration with internal teams.
- Cultural Adaptability: Ability to work effectively with clients and colleagues from diverse cultural backgrounds.
- Competitive Pay aligned with market standards.
- Medical, Dental, Vision, Life Insurance, and 401(k) with a company match.
- PTO accrues at three weeks per year.
- 12 Paid Holidays annually.
- Hybrid Work Environment: Option to work in-office and remotely once fully trained.
- Culture & Perks: Volunteer-led culture committee, monthly company activities, quarterly team-building events, and a modern, centrally located Orange County office with snacks, specialty coffee, and tea.
