Customer Experience Coordinator

Who We Are:

At Velocity Vehicle Group (VVG), we represent a premium commercial brand in medium to heavy truck dealerships. We provide a full-service experience, from exceptional sales teams to highly skilled technicians and readily available parts. Our mission is to be the ultimate one-stop shop for truckers, owner operators, fleets, and companies. Combined with our Leasing and Rental business and financial services division, VVG stands as the premier truck dealership.

What's in it for You:

Velocity Vehicle Group is a dynamic and rapidly expanding organization, and we're on the lookout for individuals who relish daily challenges and are passionate about delivering top-notch customer service, both within the company and to our valued clients. When you join VVG, you'll experience an extraordinary work environment, complete with competitive compensation and a comprehensive benefits package, including 401K with matching, as well as Medical, Dental, and Vision coverage. Become a part of our team and immerse yourself in a company that fosters a Great Place to Work™ culture!

• Customer Service & Issue Resolution
• Contract & Billing Support
• Cross-Functional Coordination
• Process Improvement & Standardization

What You’ll Do:

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.

Job Duties:

• 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.

Required Skills and Qualifications:

• 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

Compensation:

• $28-$32/hour depending on experience and skills

Benefits Velocity Vehicle Group Offers:

• Fantastic Culture
• 401k + match
• Health, Dental & Vision Insurance + HSA & FSA
• Employer paid Life Insurance
• Paid Vacation Days
• Sick Leave
• Company perks such as employee discounts, company events and training programs
• Excellent Training and Career Advancement Opportunities

Velocity Vehicle Group is an equal opportunity employer. Velocity Vehicle Group prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.