Customer Experience Specialist - Irvine, United States - Pacific Rim Capital

Pacific Rim Capital

Verified Company

Irvine, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Why PRC:
PRC is the largest independent lessor of Material Handling Equipment in North America. PRC has recently announced a partnership with Fuyo General Lease Co., LTD. With the partnership, we are poised to accelerate our market share, portfolio offering, and global expansion.

PRC's expertise, innovative tools, data analytics, and technological services help our customers competitively finance their assets, along with optimizing their fleets.

PRC manages a portfolio with over $1B in assets providing global coverage including U.S., Canada, Mexico, and Europe.

PRC functions as its own lease originator, servicer, and equity investor.

PRC provides lease financing services for a spectrum of assets including Material Handling Equipment, IT Equipment, Production/Machinery, Renewable/Clean Energy Assets, Construction Equipment, Maintenance Equipment, Test/Measuring Assets, and others.

PRC is annually listed as one of Orange County, California's fastest growing private companies by the Orange County Business Journal.

Key Responsibilities:

Client Engagement: Serve as the primary point of contact from the award phase through to lease commencement, ensuring a smooth and informed transition for clients.
Customer Experience Leadership: Champion an outstanding experience for lessees across the leasing lifecycle. This includes proactive education on the PRC process during onboarding and responsive assistance to emergent needs.
Documentation: Collect, verify, and maintain essential documents related to leases and affiliated transactions.
Lease Oversight: Administer all leaserelated contractual and administrative obligations, guaranteeing precise and prompt lease setups.
Internal Collaboration: Act as a crucial bridge between internal teams and clients, ensuring seamless communication and alignment of all involved parties.
Request Coordination: Manage all incoming and outgoing client requests. This involves directing them to the appropriate departments and overseeing their timely resolution.
Conflict Management: Address and resolve any discrepancies between PRC requirements and lessee needs. Ensure issues are escalated when needed, with resolutions documented and enacted.
Tailored Customer Support: Cater to the distinct needs of each client, encompassing tasks like onboarding, offboarding, portal demonstrations, and meeting scheduling.

Skills Required:

Interpersonal

Customer Service Orientation: Promptly address and collaborate with PRC personnel to resolve issues, sensing and acting upon customer sentiment.
Emotional Intelligence: Gauge and influence client sentiment positively throughout the leasing process, always staying attuned to signs of satisfaction or dissatisfaction.
Attention to Detail: Ensure accuracy and comprehensiveness when collecting and verifying essential documents, managing contractual obligations, and overseeing administrative tasks.
Problem-

Spotting Skills:
Aptitude to identify potential discrepancies or issues early on, even before they escalate, ensuring proactive management.

Adaptability: Ability to adjust to changing client needs or organizational processes, ensuring that the leasing experience remains consistent and highquality.
Collaboration and Teamwork: Ability to work harmoniously with diverse internal teams, ensuring alignment in objectives and processes.
Extreme Ownership Approach: Embody a mindset of complete accountability, especially when navigating the multifaceted endoflease phase. Work persistently across departments to mitigate challenges and deliver optimal client outcomes.
Cross-

Cultural Skills:
Ability to effectively engage with clients from diverse cultural backgrounds, ensuring a universally high-quality customer experience.

Technical Proficiencies

Core Platforms: Mastery in our CRM (Creatio) for workflow management, customer portal for client interfacing, and PRC reporting for lease tracking. Ensure seamless navigation and optimal use of these platforms to enhance the leasing experience.
Supporting Tools: Email management systems, and virtual conferencing platforms. Understanding the integration points and the flow of data between these systems to maintain consistency in information.
Data Management: Ability to extract, interpret, and manage data from multiple sources. This includes proficiency in consolidating diverse data points and understanding the significance of each in the context of lease management.
Reporting Acumen: Ability to present findings in an easytounderstand format. This ensures timely delivery of essential reports to stakeholders and aids in proactive decisionmaking.
Digital Adaptability: Proficient in adapting to and leveraging new digital tools and technologies that enhance customer engagement and streamline the leasing process. Embrace innovations that add value to the leasing lifecycle and the overall client experience.
Documentation Skills: While using the core platforms and