What are the responsibilities and job description for the Client Experience Specialist position at Pacific Rim Capital?
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
• 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.
Desired Skills & Qualifications
• Bilingual (Spanish/English): For effective communication with diverse client bases.
• 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.
Compensation & Benefits
- Hourly Rate: $27.88 - $35.58
- Performance Bonus: Eligible for a quarterly bonus of up to 10% bringing the total compensation range to $30.66-$39.14.
- Health Benefits: Comprehensive medical, dental, vision, and life insurance, along with an Employee Assistance Program and 401(k) plan with company match, available for full-time employees.
- Paid Time Off: Accrue three weeks of PTO annually.
- Holidays: Enjoy 15.5 paid holidays throughout the year.
- Work Environment: Flexible hybrid work arrangement available once you are fully integrated into your role.
- Culture Committee: Join our volunteer-based culture committee to help shape our workplace culture.
- Work Environment: We operate with an "Office First" approach, meaning our team works from our office location rather than in hybrid or remote arrangements. That said, we deeply value work-life balance and the well-being of our team members. We maintain significant
flexibility to accommodate personal and family commitments, including children's activities, medical appointments, and other important life priorities. Our goal is to foster both strong teamwork through shared workspace and a supportive environment that honors the full lives of our employees. - Company Activities: Participate in monthly company events and quarterly team-building activities.
- Office Amenities: Work in our modern office located in central Orange County, CA, featuring sit-stand desks and a vibrant atmosphere.
- Refreshments: Daily snacks, along with premium coffee and tea options, provided.
Salary : $28 - $36
