Sr. Customer Success Coordinator

Location: Medford, MA
Work Type: Full-Time | Onsite
Pay Range: $30.75 – $36.40 per hour

About Fire Equipment Inc. (FEI)

Since 1928, Fire Equipment Inc. (FEI) has been a trusted leader in the fire protection and life safety industry, providing comprehensive inspection, installation, maintenance, repair, and design services to businesses throughout New England.

As a third-generation, family-owned and operated company, FEI takes pride in its commitment to protecting lives, property, and valuable assets. We believe in building lasting relationships with our customers and employees through integrity, open communication, teamwork, and exceptional service.

At FEI, our employees are an essential part of our success. We foster a collaborative work environment where individuals are valued, supported, and encouraged to grow professionally while making a meaningful impact in the communities we serve.

Position Summary

Fire Equipment Inc. is seeking a highly organized, detail-oriented, and customer-focused Customer Success Coordinator to join our team in Medford, MA.

This position plays a critical role in supporting FEI's customer account operations by ensuring accurate customer information, maintaining service agreements, processing contract renewals, coordinating work order administration, and supporting billing activities within Salesforce CRM.

The ideal candidate thrives in a fast-paced environment, demonstrates exceptional attention to detail, and enjoys working collaboratively with multiple departments to ensure a seamless customer experience.

This role requires strong organizational skills, the ability to manage competing priorities, and a commitment to maintaining accurate information across customer accounts and service agreements.

Key Responsibilities

Customer Account Management & CRM Administration

• Maintain accurate and up-to-date customer account information within Salesforce CRM.

• Create new customer accounts and update existing profiles, ensuring completeness and data accuracy.

• Review and verify customer information, service agreements, and account details.

• Process account modifications, including additional services, equipment changes, and customer information updates.

• Collaborate with internal departments to resolve account discrepancies and ensure customer information is properly maintained.

• Maintain organized customer records and documentation to support efficient business operations.

Contract Administration & Renewals

• Review customer service agreements to ensure accuracy, completeness, and consistency with established company procedures.

• Coordinate with the Sales team to clarify contract terms, service details, and customer account information.

• Process monthly customer contract renewals accurately and within established timelines.

• Update customer accounts to reflect service additions, equipment modifications, and contract changes.

• Ensure all required account information is entered and verified before releasing associated work orders.

• Support the ongoing administration and maintenance of customer service agreements.

Work Order Processing & Billing Support

• Review and release work orders once customer account setup or necessary updates have been completed.

• Process preventive maintenance work order billing and contract-related invoices accurately and promptly.

• Verify billing information against customer agreements and account records.

• Collaborate with Accounting, Sales, and Operations to resolve billing discrepancies.

• Assist with customer collections and outstanding account inquiries as needed.

• Maintain accurate records to support timely and efficient billing processes.

Customer Service & Cross-Functional Coordination

• Serve as an internal resource for customer account information, service agreements, and administrative inquiries.

• Work closely with Sales, Service, Operations, and Accounting to ensure effective communication and coordination.

• Respond to internal and external customer requests professionally and promptly.

• Investigate customer account discrepancies and assist with resolving service or billing questions.

• Provide inspection reports and account documentation to technicians, customers, and internal business partners as requested.

• Support a positive customer experience by ensuring accurate information, timely follow-up, and dependable service.

Administrative Support & Process Improvement

• Manage multiple administrative tasks while maintaining accuracy and meeting deadlines.

• Identify opportunities to improve account management, documentation, and administrative workflows.

• Assist with maintaining consistent procedures across customer account operations.

• Prepare and distribute reports and documentation as needed.

• Perform additional related duties as assigned by management.

Required Qualifications

• High school diploma or GED required.

• Previous experience in customer service, account coordination, contract administration, billing, or a related administrative role preferred.

• Experience working with CRM systems; Salesforce experience strongly preferred.

• Proficiency in Microsoft Office applications, including Excel, Outlook, and Word.

• Strong attention to detail with a 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.

• Comfortable managing competing priorities in a fast-paced environment.

• Strong problem-solving skills with 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.

Preferred Qualifications

• 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 the fire protection, life safety, facilities management, HVAC, electrical, or other service-related industries.

• Experience reviewing customer agreements and maintaining contract-related documentation.

Key Competencies

Attention to Detail: Maintains accurate customer information, identifies discrepancies, and ensures administrative tasks are completed correctly.

Customer Service: Demonstrates professionalism, responsiveness, and a commitment to supporting both internal and external customers.

Organization & Time Management: Effectively prioritizes responsibilities, manages multiple deadlines, and maintains organized documentation.

Communication & Collaboration: Builds productive working relationships across departments and communicates clearly to resolve customer and operational needs.

Problem Solving: Identifies issues, evaluates available information, and works proactively toward effective solutions.

Adaptability: Adjusts to changing priorities, processes, and operational requirements while maintaining productivity and accuracy.

Accountability & Reliability: Takes ownership of assigned responsibilities, meets deadlines, and consistently follows established procedures.

Technical Proficiency: Demonstrates confidence using CRM platforms, Microsoft Office, and administrative systems while remaining open to learning new technologies.

Compensation & Benefits

FEI offers competitive compensation and a comprehensive benefits package designed to support the well-being and long-term success of our employees.

• Hourly Pay: $30.75 – $36.40, based on qualifications and experience.

• Employment: Full-time, onsite position in Medford, MA.

• 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.

Why Join Fire Equipment Inc.?

At FEI, you'll be part of a growing organization with nearly a century of experience protecting people and businesses throughout New England.

We recognize that exceptional customer service starts with a dedicated team. As a Customer Success Coordinator, you'll play an important role in supporting our customers, maintaining accurate service records, and helping our operations run efficiently.

This is an opportunity to build a rewarding career with a company that values professionalism, teamwork, accountability, and long-term employee success.

Equal Employment Opportunity

Fire Equipment Inc. is an Equal Opportunity Employer committed to fostering a diverse and inclusive workplace. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by applicable law.