Customer Success Coordinator

Fire Equipment Inc • Medford, MA

10d • $31 - $36 • Onsite

About The Position

Fire Equipment Inc. is seeking a highly organized, detail-oriented, and customer-focused Customer Success Coordinator to join its team in Medford, Massachusetts. This role supports customer account operations by maintaining accurate customer information, administering service agreements, processing contract renewals, coordinating work orders, and supporting billing activities within Salesforce CRM. The coordinator works with multiple departments to help ensure a seamless customer experience and accurate account records.

The position includes customer account and CRM administration; reviewing and maintaining service agreements; coordinating monthly contract renewals; releasing work orders; processing preventive maintenance billing and contract-related invoices; resolving account and billing discrepancies; responding to customer and internal requests; providing reports and account documentation; and supporting administrative process improvements. The successful candidate will manage competing priorities, meet deadlines, communicate effectively, and maintain accuracy in a fast-paced environment.

Fire Equipment Inc. is a third-generation, family-owned fire protection and life safety company serving businesses throughout New England. The company describes its workplace as collaborative and team-oriented, with opportunities for professional development and career growth.

Requirements

• High school diploma or GED required.
• Previous experience in customer service, account coordination, contract administration, billing, or a related administrative role is preferred.
• Experience working with CRM systems; Salesforce experience is strongly preferred.
• Proficiency in Microsoft Office applications, including Excel, Outlook, and Word.
• Strong attention to detail and demonstrated ability to maintain accurate records and process information.
• Excellent organizational and time-management skills.
• Strong written and verbal communication skills.
• Ability to work effectively with multiple departments and internal stakeholders.
• Ability to manage competing priorities in a fast-paced environment.
• Strong problem-solving skills, including the ability to research discrepancies and identify solutions.
• Ability to learn new systems, processes, and software applications quickly.
• Demonstrated commitment to providing excellent customer service.

Nice To Haves

• Experience using Salesforce CRM for customer account management and administrative functions.
• Previous experience processing service agreements, customer renewals, or recurring contract billing.
• Familiarity with work order management and service-based business operations.
• Experience coordinating with Sales, Service, Operations, and Accounting departments.
• Background in fire protection, life safety, facilities management, HVAC, electrical, or another service-related industry.
• Experience reviewing customer agreements and maintaining contract-related documentation.

Responsibilities

• Maintain accurate and up-to-date customer account information and records in Salesforce CRM.
• Create customer accounts and update existing customer profiles, verifying completeness and accuracy.
• Review customer information, service agreements, and account details; process account modifications, service additions, equipment changes, and contract updates.
• Coordinate with internal departments, including Sales, Service, Operations, and Accounting, to resolve account discrepancies and support effective communication.
• Review service agreements for accuracy, completeness, and consistency with company procedures; coordinate with Sales to clarify terms and account details.
• Process monthly customer contract renewals within established timelines and maintain service agreements.
• Verify required account information before releasing associated work orders, and review and release work orders after account setup or updates are complete.
• Process preventive maintenance work order billing and contract-related invoices; verify billing against agreements and account records.
• Collaborate with Accounting, Sales, and Operations to resolve billing discrepancies, and assist with customer collections and outstanding account inquiries as needed.
• Respond promptly and professionally to internal and external customer requests and administrative inquiries.
• Investigate account discrepancies and assist with service or billing questions.
• Provide inspection reports and account documentation to technicians, customers, and internal business partners as requested.
• Manage multiple administrative tasks accurately and meet deadlines.
• Identify opportunities to improve account management, documentation, and administrative workflows; help maintain consistent procedures.
• Prepare and distribute reports and documentation as needed.
• Perform additional related duties as assigned by management.

Benefits

• Medical, dental, and vision insurance.
• 401(k) retirement plan with company match.
• Company-paid and voluntary life and disability insurance options, subject to plan terms.
• Three weeks of paid time off, accrued throughout the year.
• 11 paid company holidays.
• Professional development and career growth opportunities.
• Supportive, team-oriented work environment.
• Stability and career opportunities within an established, family-owned organization.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED