Customer Service Agent

2 weeks ago

Hudson, Ohio, United States Fleet Response Full time
Job 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 workplace 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 dedication to diversity, equity, and inclusion is deeply rooted in our corporate values and is championed at all levels of the organization. Embracing diversity drives new business, fuels innovation, and helps us attract and retain top talent. It positively impacts our workplace, marketplace, and community, enhancing the way we live and work.

Are you interested in becoming part of a rapidly growing, customer-centric organization that consistently ranks among the Top Workplaces in Northeast Ohio? Do you believe that hard work should be rewarded and value aspects such as workplace flexibility, career growth opportunities, a positive environment, and a genuine sense of belonging? If so, you may be an ideal 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 providing a range of tailored services to all our clients.

Position Summary

Fleet Response is seeking qualified individuals to work remotely 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.

Core Responsibilities:

  • Respond to calls in a courteous and professional manner. Redirect all non-rental or claim inquiries to the appropriate department or individual. Take messages or forward to voicemail as needed.
  • Engage with clients/drivers via phone to assist them in securing a rental vehicle, reporting an accident or glass claim, and facilitating roadside assistance. Promptly inform management of any critical situations.
  • Provide backup for operator calls.
  • Gather all required information from callers and accurately input data into the computer system.
  • Identify the nearest rental agency or body shop and supply clients/drivers with all necessary details.
  • Address any vendor-related inquiries or issues as needed.
  • Coordinate with tow/glass services to arrange for towing or glass repairs and perform warm transfers for callers.
  • Communicate with clients to obtain approval for rental upgrades, drop fees, or any requests that exceed client parameters.
  • Assist clients/drivers with any inquiries or issues related to their car rental or claims. Refer callers to the appropriate department or management for further assistance when necessary.
  • Support all fax/email claims submitted.
  • Maintain professional and courteous communication with all contacts at all times.
  • Assist other departments with projects as required.

Evening Responsibilities:

  • Send loss notifications for non-drivable vehicles.
  • Handle notifications regarding serious injuries or fatalities as required based on client parameters.
  • Dispatch assignments to body shops for non-drivable vehicles when necessary.
  • If in-house representatives are unavailable or it is after hours, contact rental car companies to arrange for rentals and confirm reservations.
  • Ensure proper transfer of phone lines.
  • Oversee the proper closing of the office before securing it.

Qualifications:

To succeed in this role, an individual must be able to perform each essential duty satisfactorily. The following qualifications are representative of the knowledge, skills, and abilities required:

Education and Experience: High school diploma or equivalent (GED); or a minimum of six months related experience and/or training; or a combination of education and experience. Previous customer service, call center, and/or car rental experience 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 effectively communicate before groups of customers or employees.

Mathematical Skills: Ability to perform basic arithmetic operations using whole numbers, common fractions, and decimals. Ability to compute rates, ratios, and percentages, and to interpret bar graphs.

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

Reasoning Ability: Ability to apply common sense understanding to carry out instructions provided in written, oral, or diagram form. Ability to handle 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 specific shift. Initially, this position requires full in-office presence for the first 90 days; however, hybrid schedules may be available following this period. Occasionally, mandatory overtime may be required.

About Fleet Response:

Fleet Response specializes in claims management, accident management, driver safety training, and subrogation services, focusing on customer satisfaction and technology. With a foundation in insurance, we have contributed to the development of today's risk-conscious model of fleet and accident management. We assist in managing risk by working to reduce accidents, control vehicle repair costs, expedite vehicle service, and maximize reimbursement through subrogation.

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