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Customer Service Agent

2 months ago

Hudson, Ohio, United States Fleet Response Full time
Position Overview

*$500 Sign-On BONUS for Fleet Response's Customer Service Role*

Fleet Response is dedicated to delivering innovative and effective solutions to our clients while upholding a high standard of professionalism and collaboration in a setting that promotes opportunity, integrity, and excellence. Our mission thrives on an environment built on mutual trust and respect, alongside a strong commitment to diversity, equity, and inclusion.

Our focus on diversity, equity, and inclusion is deeply embedded in our corporate values and is championed at the highest levels of the organization. Embracing diversity fuels innovation, attracts top talent, and enhances our workplace culture, positively impacting our community and marketplace.

Are you interested in being part of a rapidly growing, customer-centric organization consistently recognized as one of the Top Workplaces in Northeast Ohio? If you believe that hard work deserves recognition and value workplace flexibility, career growth opportunities, a positive environment, and a genuine sense of belonging, you would be an excellent fit for Fleet Response.

Fleet Response specializes in offering services to corporations that self-insure physical damages to their fleets. With a foundation in insurance and a keen eye for detail, Fleet Response takes pride in delivering a variety of tailored services to all our clients.

Position Summary

Fleet Response is on the lookout for qualified candidates to work virtually or at our corporate office for the role of Customer Service Agent. The Customer Service Agent is tasked with collecting the necessary documentation to finalize a subrogation request and communicating with relevant parties.

Key Benefits:

We provide a comprehensive benefits package that includes PTO, 401(k) Employer Contributions, Medical, Dental, Vision, Life, Disability, and various voluntary benefit options, along with eligibility for a 90-Day Bonus and a Sign-On Bonus.

Essential Responsibilities:

  • Responds to calls in a courteous and professional manner, directing all non-rental or claim inquiries to the appropriate department or individual.
  • Engages with clients/drivers via phone to assist with rental vehicle arrangements, accident reporting, or glass claims, and provides roadside assistance as needed.
  • Handles backup operator calls.
  • Collects all required information from callers and accurately inputs data into the computer system.
  • Identifies the nearest rental agency or body shop and provides clients/drivers with all necessary details.
  • Addresses any vendor-related issues or inquiries as required.
  • Coordinates with towing/glass services to arrange for necessary assistance and facilitates warm transfers for callers.
  • Communicates with clients to obtain approval for rental upgrades, drop fees, or any requests outside of standard parameters.
  • Assists clients/drivers with inquiries or issues related to their vehicle rental or claims, referring them to the appropriate department or management when necessary.
  • Supports the processing of all fax/email claims submitted.
  • Maintains professional and courteous communication with all contacts at all times.
  • Provides assistance to other departments as needed on various projects.

Evening Responsibilities:

  • Sends loss notifications for non-drivable vehicles.
  • Handles notifications regarding serious injuries or fatalities as required based on client guidelines.
  • Assigns tasks to body shops for non-drivable vehicles when necessary.
  • If in-house representatives are unavailable or after hours, contacts rental car companies to arrange rentals and confirm reservations.
  • Ensures proper transfer of phone lines.
  • Ensures the office is properly closed down before securing the premises.

Qualifications:

To excel in this role, candidates must demonstrate the ability to perform each essential duty satisfactorily. The qualifications listed below represent the knowledge, skills, and abilities required:

Education and Experience: High school diploma or equivalent (GED); or a minimum of six months of related experience and/or training; or a combination of education and experience. Previous experience in customer service, call centers, or car rental is preferred.

Language Skills: Ability to read and interpret documents such as safety rules, operating instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to communicate effectively before groups of customers or employees.

Mathematical Skills: Ability to perform basic arithmetic operations and to compute rates, ratios, and percentages.

Technical Skills: Proficiency in using computers for email and internet access, along with basic Windows skills.

Reasoning Ability: Ability to apply common sense to carry out instructions provided in written, oral, or diagram form. Ability to address problems involving several concrete variables in standardized situations.

Work Schedule:

During the training period, your schedule may vary based on your trainer's shift. After training, you will be assigned a consistent shift. Initially, this position requires full in-office presence for the first 90 days; however, hybrid schedules may be available afterward. Occasionally, mandatory overtime may be required.

About Fleet Response:

Fleet Response offers claims management, accident management, driver safety training, and subrogation services with a focus on customer satisfaction and technology. With roots in the insurance industry, we have helped shape today's risk-aware model of fleet and accident management, working to minimize accidents, control repair costs, expedite vehicle service, and maximize reimbursement through subrogation.