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Customer Relationship Specialist

1 month ago

Brentwood, United States Fleetcor Full time

The CRS owns, manages and maintains client relationships to ensure superior customer service. The CRS will be responsible for actively engaging the client to create a positive experience and promote the sustained use of our services. Summary

The CRS will work directly with clients to provide day to day support, problem resolution, research and analysis and will also be responsible for all client communication, including, but not limited to, emails, faxes and phone calls.

Responsibilities

* Establish and maintain strong client relationships and proactively manage accounts to provide exceptional customer service

* Work closely as a liaison between the customer, sales and the operations team

* Proactive, professional, customer focused management of client fuel tax filing and reports

* Provide resourceful solutions for client requests and process issues

* Analyze data in conjunction with support staff

* Communicate and coordinate with clients to ensure timely completion of reports and tax filings per the established calendar

* Maintain current client contact information, including processing instructions

* Coordinate with operations team to provide ad hoc reports and/or information upon client request

* Occasional travel

Qualifications

* High school diploma or equivalent required, college degree preferred

* 1+ year strong customer relations experience preferred

* Excellent basic math and data entry skills required

* Superior telephone and customer service skills

* Working knowledge of Microsoft Office (Excel, Word, Power Point, Access, and Outlook) required

* 1+ years experience working with/preparing taxes is an asset

Preferred Skills

* Strong relationship management skills

* Service oriented mentality

* Strong communication both written and verbal

* Reliable team member

* Action oriented mentality

* Strong organizational skills

* Strong attention to detail

* Strong time management skills

* Strong problem solving skills

CRS Activities Activity Detail

* Communication with clients to ensure smooth transition to new service format

* Customer set up / onboarding

+ Where the relationship starts- make a good first impression professional, informed, helpful

+ Provide an introduction to the company, to fuel tax, to yourself, to the services/areas where you can assist them

+ Provide training to customer contact: calendar dates and why theyre important, how to read and use the reports provided, their responsibilities regarding the data and returns

* Build relationship with client contact

+ Schedule and hold phone calls with every client on a regular basis(TBD based on client assignments - not less than 1x/mo each)

+ Establish and sustain working rapport with client contact

+ Offer information and updates to client contact re: IFTA requirements, industry trends, etc.

+ Maintain and update client contact info

+ Some travel as needed to maintain relationships

* Processing Activities

+ Work on data entry issues escalated up by OS

+ Retrieve preliminary reports run by OS

+ Review and create issues spreadsheet for client; email to client

- Issues may include unfilled gaps, invalid unit #, MPG outside set parameters, fuel/no miles

+ Act upon any feedback from client on issues spreadsheet

+ Review tax returns (IFTA and/or weight distance/HUT) and billing as necessary for familiarity

* Training/Admin/Other

+ Receive coaching/training/continuing education as available or deemed necessary by manager

- For example: may include instruction to enhance computer skills, education on IFTA/IRP guidelines and practices, review of phone scripts as needed

+ Coordinate with OS to provide other reports or information as needed/requested by client

+ Assist Audit Support staff with client information / background in the event of an audit

**About the Company:**

FLEETCOR Technologies, Inc. (FLEETCOR) is a leading global provider of business payment solutions. We help companies of all sizes control, simplify and secure payment of various domestic and cross-border payables using specialized payment products. We serve businesses, partners, merchants, consumers and payment networks in North America, Latin America, Europe, and Asia Pacific.

* $2.4B Annual Revenue

* 600,000 Directly Served Business Clients

* 2.6B+ Transactions per Year

* 8,400+ Employees

*(as of December 31, 2020)*

Our payment solutions provide our customers with a payment method designed to be superior to and more robust and effective than what they use currently, whether they use a competitors product or another alternative method such as cash or check. We group our payment solutions into five primary categories: Fuel, Lodging, Tolls, Corporate Payments and Gift. Each category is unique in its focus, customer base and target markets, but they also share a number of characteristics: customers are primarily businesses, have recurring revenue models, have specialized networks which create barriers to entry, have high margins, and have similar selling systems.

FLEETCOR enjoys global recognition including:

* Forbes Global Growth Champion FLEETCOR is one of the 250 fastest growing companies in the world as determined by Forbes and Statista

* Forbes Worlds Most Innovative Companies FLEETCOR has made this prestigious list of leading innovative companies 4 years in a row

* Fortune 1000 Company FLEETCOR was one of the largest movers in the new rankings of the largest companies in America, ranking #872

* S&P 500 In 2018, FLEETCOR joined the S&P stock index comprised of the 500 leading US stocks based on market cap (company value)

**Our Vision**

Despite many advances in our industry, the majority of business payments are still made with outdated and inferior payment methods, such as checks and cash. We envision a business world where every purchase is controlled, every payment is digital, and every payment-related decision is well-informed. In this future paperless state, payments will require little to no time to manage, leaving companies with more time for what matters most: activities that grow their businesses.

**Our Mission**

FLEETCORs mission is to provide businesses with a better way to pay, by replacing outdated payment methods such as checks and cash, and displacing the incumbent providers of those methods. Through the digitalization of payments, we create and support robust ecosystems which benefit all participating constituents: payment-making customers, payment-accepting merchants, tax-collecting governments, and FLEETCOR.

**Our Strategy**

FLEETCOR is a growth company, and we employ a simple three-prong strategy for growing our business:

* More Customers. We invest more than $200 million per year in sales and marketing, predominately focused on new customer acquisition. We continue to scale existing sales channels and headcount, enable our sales people with demand generation and other tools, and launch new distribution channels both internally and through partners such as ERP software providers, telematics companies, and banks. We will also grow our customer base inorganically through acquisitions.

* More Spend. We seek to leverage our existing customer relationships and capture greater share of their business payment expenditures. As such, we have developed various beyond initiatives, where we extend the utility of an existing payment product without degrading the core value proposition of the original product. As such, a customer can buy more stuff without sacrificing the controls and reporting which attracted the customer to our product to begin with. For example:

+ Our Fuel card customers can enable their cards to allow non-fuel purchases relevant to their business, like allowing a painting crew to buy supplies at a home improvement store, so they can finish the paint job.

+ Our Toll tag customers