Customer Experience Coordinator

Sentry Management, Inc. has an exciting opportunity for a Customer Experience Coordinator in our Home Office located in Longwood, FL. The Customer Experience Coordinator is responsible for supporting the company’s retention efforts by assisting the divisions and support staff to maintain a high level of satisfaction throughout the customer’s life cycle. This position will work cross-functionally with all Sentry team members by addressing at risk accounts, as well as providing feedback to the team on the customer user’s experience. The purpose of this position is to coordinate the team’s efforts to improve the customer experience across all Regions of the Company, and manage resources required to effectively execute strategic, company-wide and division goals and objectives.

Responsibilities

• Assist in the implementation of strategies that improve operations and processes in order to provide the best customer experience for Sentry’s internal and external customers.
• Perform assignments associated with department projects as directed by direct supervisor and Sentry’s leadership team.
• Attend to customer service issues and ensure effective and long-term problem resolution.
• Support divisions retention efforts with all at risk accounts by monitoring and analyzing re-determined KPI’s (Key Performance Indicator)
• Have knowledge and understanding of Customer Relations Management.
• Strong customer communication skills or experience with customer issues resolution.
• Set up and manage paper or electronic filing systems, recording information, updating paperwork, or maintaining documents, such as correspondence, or other material.
• Track all terminated accounts and supply data that will assist in future retention efforts
• Proactively connect with customers to help them achieve greater success by providing them guidance on features, best practices and product training through scheduled and recurring business reviews.
• Assist in identifying ways of improving efficiency to streamline processes and enhance the customers experience.
• Capture and organize customer feedback to relay to direct supervisor and Sentry’s leadership team.
• Ability to communicate with team members at all levels of business.
• All other duties as assigned.

Communication Skills

• Oral Communication - Effectively expresses oneself in one-on-one and group situations and presentations
• Written Communication - Effectively expresses ideas through a variety of written communications (e-mails, reports, memos, etc.), demonstrating strong writing skills
• Listening - Demonstrates attentiveness and the ability to understand the oral communications of others through active listening skills

Minimum Qualifications

• High School diploma or GED equivalent
• 2+ year work experience in customer relationship, property management or account management position
• 2 years progressive experience in a Customer Service role

Benefits

• Medical, Dental Vision
• Short Term and Long Term Disability
• Life & AD&D
• 401(k)
• Paid Vacation, Personal/Sick Days and Holidays

Sentry Management is an Equal Opportunity Employer