• Job Description

  Req#: 415635

  JOB SUMMARY: To build and maintain relationships with all customer through continual communication and resolution of issues. To use customer and company interactions to identify potential changes and improvements that can lead to increased customer satisfaction.

  DUTIES AND RESPONSIBILITIES:

  1. Account Retention and Maintenance
     1. Respond to customer (internal and external) group e-mails
     2. Establish profile and guidelines for new customers
     3. Coordinate and assist other departments with implementation of new and revised account guidelines
     4. Manage customer issues and disputes to ensure customer satisfaction
     5. Manage customer profiles to ensure accuracy and understanding
     6. Maintenance of Customer Information (Logs and other various customer information)
     7. Reporting (various companies have specific reports to manage for specific to said company)
  2. Dispute resolution
     1. Mange and resolve all customer disputes and/or complaints through Salesforce, internally
     2. Maintain accurate log of disputed repairs; concessions
     3. Prioritize disputes based on age and customer requirements
     4. Assist in establishing dispute policies and procedures
  3. Customer Issue Prevention and Customer Satisfaction
     1. Inter-departmental communication to work towards customer satisfaction and improved operations, not including time waiting on customer, vendor, or internal contact
     2. Suggest procedure changes, computer programming, and training ideas to minimize disputes and contribute to a better customer experience
     3. Identify common complaints and problems and work towards preventative measures
  4. General Assistance of the Sales Team
     1. Assist sales team in duties above and beyond items listed above, based on seasonal or specific need
     2. Willingness to assist in duties outside of the general scope

  POSITION REQUIREMENTS (Knowledge, skills, abilities):

  1. Excellent customer service skills

  2. Excellent communication skills

  3. Basic familiarity with MS Office applications

  4. Familiar with working on a PC

  QUALITY STANDARDS:

  1. Respond to all correspondence within 2 days

  2. Dispute resolution goal is 2 business days

  EDUCATION AND EXPERIENCE REQUIRED:

  1. High school diploma
  2. Experience in transportation industry maintenance required
  3. FYX Fleet dispatch experience preferred

  PHYSICAL DEMANDS

  • No extraordinary physical demands are placed on individuals performing this job
  • Sitting for a majority of the day while on telephone

  WORK ENVIRONMENT

  • Climate controlled office environment

• About the company

  Focused on Quality. Driven by Innovation.

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