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Client Success Associate

F & I Sentinel Llc

This is a Full-time position in Midway, FL posted May 24, 2023.

TITLE: Client Success Associate


REPORTS TO: Director of Client Success

KEY RELATIONSHIPS AND TEAM: The Client Success Associate will work collaboratively and directly with the Director of Client Success, Credentialing Team, Technology Team, and fellow Client Success Team members.

THE OPPORTUNITY: The Client Success Associate position will be technology focused assisting in the creation of user accounts, spreadsheets, and data uploads, providing online portal support to our customers in addition to answering phone calls, responding to emails, and assisting the credentialing review team as assigned. This position will be based out of our Tallahassee, FL office.

Specifically, the Client Success Associate will have responsibility to:

  • Build and cultivate relationships with our customer base.
  • Utilize SalesForce case tracking system to manage help desk questions daily.
  • Answer phone calls and manage incoming help desk questions.
  • Manage incoming help desk emails and follow-up until resolved.
  • Assist Credentialing Team with business processing.
  • Level 1 triage for online portal inquiries.
  • Maintain organized files at all times.
  • Other duties as assigned.

Professional Qualifications:

The following knowledge, skills, education, and experiences are required:

  • Associates degree or equivalent
  • Experience Business to Business Customer Service Experience or Business Processing
  • Excellent verbal and written communication skills
  • Proficient in the usage of technology
  • Proficient with Microsoft Office Suites
  • Ability to learn and navigate technology-based systems
  • Excellent interpersonal skills
  • Excellent organizational skills, attention to detail, and communication skills
  • Excellent time management skills with a proven ability to coordinate, prioritize tasks, and meet deadlines
  • Strong analytical and problem-solving skills
  • Ability to function well in a high-paced and at times stressful environment
  • Ability to maintain confidentiality and good judgment

The following knowledge, skills, and experiences are preferred, but not required:

  • Bachelor’s degree
  • Experience with SalesForce, ZenDesk or equivalent

Why Consider Joining FIS now?

  • The business is poised for accelerated growth
  • The company’s story is one of protecting financial institutions and consumers alike with respect to F&I products

The following behaviors are required:

  • Attitude – has a positive energy that is contagious and has a “can do” attitude. Thinks big and takes on big challenges – sets challenging targets, never satisfied with results, achieves results the right way – planning, perseverance, and overcomes obstacles.
  • Approach Tolerant of others and culture while being able to influence team toward common goal. He/she will be a great communicator who will be empathetic of culture while actively pursuing an agenda of continuous improvement.
  • Change – implements change with a “down to earth” approach. Comfortable managing ambiguity & complexity.
  • Collaborative – charts course with colleagues having sought their views.
  • Customer Service–Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
  • Delivery – achieves commitments and delivers on personal objectives and those of the team. Demonstrates passion and innovation to continuously deliver improved results without taking “short cuts.”
  • Ethics–Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
  • Influence – persuades others to pursue a course of action.
  • Integrity – does what is right not what is politically expedient. Earns trust and maintains confidence.
  • Interpersonal Skills--Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others’ ideas and tries new things.
  • Oral Communication–Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
  • Organization and planning – plan and organize in an effective manner focusing on the key priorities.
  • Organizational Support–Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization’s goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
  • Problem Solving–Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
  • Technical Skills–Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
  • Teamwork–Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone’s efforts to succeed.

Physical Demands and Work Environment:

  • Frequent sitting
  • Continuously required to utilize hand and finger dexterity.
  • Continuously required to speak and hear.
  • Continuously required to utilize visual acuity to read technical information, data and use a keyboard.

F&I Sentinel is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status, hair texture, or other characteristics protected by law.