Customer Experience Specialist

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.

Job Summary: The Customer Experience Specialist (CXS) is the linchpin in the customer's leasing journey, seamlessly navigating from initiation to ongoing management. With a keen emphasis on Customer Experience, they deftly engage, educate, and guide clients through every phase of their lease. In synergy with Portfolio Specialists, CXSs ensure a holistic and unparalleled leasing experience for every client. We need a candidate that is Bilingual Spanish/English.

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 lease-related 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.
• Communication Skills: Engage comfortably with clients via phone, email, and video, demonstrating superior written and oral communication capabilities.
• 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 high-quality.
• Organizational Abilities: Display solid time management, email management, prioritization skills, and teamwork, particularly in supporting Account Executives. Aim for sustained, satisfying customer relationships.
• 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 end-of-lease 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: E-mail 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 easy-to-understand format. This ensures timely delivery of essential reports to stakeholders and aids in proactive decision-making.
• 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 tools, ensure that all relevant documentation is stored, organized, and easily retrievable. This not only aids in day-to-day operations but also ensures compliance and audit readiness.

Successful Core Competencies for a CXS:

• Communicates Effectively
• Action Orientation
• Customer Focus
• Drives Results
• Tech Savvy
• Nimble Learning
• Resourcefulness

Compensation and Benefits:

• Pay is competitive to the market
• Medical, Dental, Vision, Life Insurance, Employee Assistance Program, and 401(k) with a match is provided to full-time employees
• PTO is accrued at three weeks per year
• There are 11.5 holidays observed and paid in the year
• We offer a hybrid work once you are fully ramped up in your role
• We have a volunteer-based culture committee you can join to help shape our culture
• We have monthly company activities and quarterly team building activities
• Our beautiful office is centrally located in Orange County, CA with a modern environment and sit stand desks
• Snacks, Fancy coffee, and tea are provided daily