• Client Care Coordinator

    Secure Records Solutions
    Job Description
    Reports to: Client Services Manager
    Status: Full-time
    Secure Records Solutions is a family-owned Document Management company specializing in Document Shredding, Scanning and Storage solutions. We’re on a mission to improve the lives of others by solving their unique problems. We approach challenges with joy and are committed to doing things the right way, even if it’s the hard way. Care to join us? We’re looking for a professional and courteous Client Care Coordinator with great people skills to help our business prioritize existing customers and bring new clients on board.
    Responsibilities: The ideal candidate for this position will manage one of the single most important elements of client success: client onboarding. From the time a sale is made, this person will help clients navigate the onboarding process by completing e-signature paperwork, coordinating delivery, and training clients on our software. This person is responsible for delivering happiness, taking clients from the moment of acquisition to the moment of first success, and reducing client attrition along the way.
    • Acts as the primary point of contact, partnering with the Client Services Manager, during the onboarding and implementation phase.
    • Demonstrates tech savviness managing all client contracting via Salesforce and PandaDoc (e-signature software). • Prepares appropriate electronic paperwork combinations custom to each client, depending on their specific service, rate, industry and term.
    • Initiates all electronic paperwork and tracks status through completion, as a sale is not considered “closed won” until the client contract is signed.
    • Documents status of client opportunities in Salesforce.
    • Provides detailed communication and education to all new clients using various tools and resources including: Welcome Package, Billing Terms/Options, Client Demos and other related training activities.
    • Details all client interactions, feedback and incidents in Salesforce via notes, calls, and BCC to Salesforce feature. • Builds new client “file” and creates new client accounts in Total Recall SQL (SRS’s Inventory Management and Scheduling software) ensuring all information is accurate.
    • Serves as the liaison for client contact information across all of SRS’s platforms ensuring client contact information and authorized users are up to date in Salesforce, Total Recall SQL, MailChimp and the Client Mailing List.
    • Tracks all client agreement expiration dates through Salesforce.
    • Completes renewal package for clients with expiring agreements, coordinating with the Client Services Manager and sales team to identify pricing adjustments, upsell opportunities or other service needs.
    • Delights our clients with email responses and calls as they send in support requests, suggestions, and ideas.
    • Investigates and solves complicated client questions.
    • Works cross functionally with sales and marketing to execute client care initiatives: handwritten welcome and thank-you notes, client gifts, anniversary letters, and rewards for referrals. • Builds positive relationships with clients, asking questions and identifying pain points to uncover opportunities for company expansion. • Provides client support by answering phones, greeting, and signing in visitors.
    • Creates work orders in Total Recall SQL for clients that call in requests.
    Requirements: • Happy, positive-minded, kind person who has a great approach in dealing with others.
    • Able to clearly communicate problems and their solutions to a variety of personalities. • Adept at a variety of technology applications: CRM software, SQL database software, Microsoft Suite including Teams video conferencing/screenshare, Word and Excel. • Excellent project management, organization, and time management skills, with a high attention to detail. • High level of professionalism representing the SRS brand and values. • Ability to problem solve and resolve conflict. • Ability to thrive in a fast-paced, high pressure environment. • Team player. • Must pass a pre-employment background check and substance abuse screening with random drug screenings thereafter. Education and/or Experience: • Previous experience with clients via a marketing, sales or support-related position required. • Bachelor’s degree in Business, Marketing, or a related field preferred. 
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