Job Description

Client Experience Coordinator

Department: Sales Support

Reports to: Client Experience Manager

Direct Reports: No

Schedule: Full-Time, In-Office/Hybrid

Location: Austin, TX

Exempt Status: Non-exempt

The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

Job Purpose

• The Client Experience Coordinator is responsible for providing support to the sales team and agent/dealer partners. They will assist with resolving concerns promptly, generally providing real-time support ensuring that our partners receive the highest level of service.
• Essential Job Functions
• Support in the creation and delivery of a high-touch, personalized agent experience
• Assist with building strong client/sales relationships to maintain and enhance new business
• Educate Dealers, Agents, and internal customers on policy and product-related inquiries, while assisting agents with product selection, coverage, and overall product knowledge.
• Review internal records to assess an agent/dealer's history, enabling the creation of an accurate pricing and product profile. (Agent Rate Schedules, Dealer Rate Schedules, Verify Correct Rates)
• Receive and track “deal” jackets for new dealers, program updates, or rate change requests.
• Operate in a call center-like environment – Sales Inbox and Sales Phone Line
• Train agents and dealers on our Dealer Administration Portal and RoadVantage Portal
• Provide support with missing dealer and agent paperwork, as well as training on paperwork procedures.
• Collaborate with various departments on open tasks and assist with troubleshooting when needed
• Address menu discrepancies, VIN issues, and lender rejections.
  
  
  

Minimum Qualifications

• 1-2 years of experience in customer service, sales support, or a related field (experience in a call center environment is a plus).
• Proficient in Microsoft Office (Word, Excel, Outlook).
• Ability to perform calculations, work with numbers, and interpret basic data accurately.
• Strong verbal and written communication.
• Detail-oriented with the ability to manage multiple tasks.
• Ability to review data, identify issues, and resolve discrepancies.
• Ability to collaborate across teams to fulfill internal and external customer expectations.