Customer Experience Coordinator- Fontana, CA

Velocity Vehicle Group•Fontana, CA

1d•Onsite

About The Position

The Customer Experience Coordinator serves as a key team member, delivering outstanding customer service to our truck lease and rental clients while driving improvements in our processes. This role balances hands-on customer interactions with process analysis and enhancement responsibilities, ensuring an efficient, positive experience for customers and internal teams.

Requirements

Previous experience in customer service, operations, or administration (trucking/leasing/rental industry experience a plus).
Strong communication skills with a proven ability to resolve issues effectively.
Highly organized and detail-oriented, with experience managing multiple priorities.
Must be able to work independently and take initiative to follow up with customers and internal teams.
Comfortable working with data / analyzing processes and familiar with customer management systems and billing workflows.
High school diploma or GED equivalent
Customer service and issue resolution
Contract, billing, and administrative support
Process improvement and workflow standardization
Cross-functional coordination and follow-up
Strong verbal and written communication
Attention to detail and accuracy
Organization and time management
Problem-solving and decision-making
Experience with Microsoft Office, especially Excel and Outlook
Experience using customer / contract management systems

Nice To Haves

trucking/leasing/rental industry experience a plus

Responsibilities

Serve as the primary point of contact for customer inquiries and issues related to truck leases, rentals, billing, and contracts.
Manage the end-to-end rental contract process, including opening/closing contracts (and substitute units), insurance and credit verification, processing exception mileage, and ensuring accurate billing cycles.
Follow up with both customers and internal teams to ensure timely unit delivery and prompt initiation of lease billing.
Resolve customer issues promptly and professionally to ensure satisfaction.
Collaborate and coordinate with internal teams to fulfill customer needs, resolve contract or billing discrepancies, and address administrative/system bottlenecks.
Analyze customer feedback and process data to identify improvement opportunities.
Lead initiatives to enhance customer service and administrative workflows.
Maintain accurate and up-to-date records of customer interactions and agreements in company systems.
Assist in developing, documenting, and updating procedures or policies, and participate in regular reviews and audits to ensure compliance with company standards.