Call Center Representative

About the role

Fleet Response specializes in providing services to corporations who self-insure physical damages to their fleets. Built from an insurance background with an eye for detail, Fleet Response prides itself on offering a variety of customized services to all our clients.

Responsibilities

• Answers calls in a professional manner.
• Directs all non-rental or claim calls to appropriate department or person.
• Takes message or forward to voicemail as necessary.
• Talks with clients/drivers by phone to assist them with obtaining a rental vehicle, reporting of an accident or glass claim, and help in receiving roadside assistance.
• Notifies management immediately of any crucial situation.
• Back up operator calls.
• Accurately inputs information into computer system.
• Limits information to caller and accurately inputs information into computer system.
• Locates nearest rental agency or body shop and provides client/driver with all necessary information.
• Deal with any outside vendor problems/questions as necessary.
• Contact tow/glass to arrange for tows or glass repair and warm transfers callers.
• Communicates with the client to receive approval for rental upgrades, drop fees or any other request that is outside of client parameters.
• Aids clients/drivers with any questions or problems relating to their car rental or claim.
• When necessary refers callers to proper department or management for additional assistance.
• Backs up all fax/email claims submitted.
• Communicates with all contacts in a highly professional and courteous manner at all times.
• Aid other departments as necessary with projects.

Qualifications

• High school diploma or general education degree (GED).
• Minimum six months related experience and/or training; or equivalent combination of education and experience.
• Prior customer service, call center, and/or car rental experience preferred.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of organization.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to use the computer to access e-mail and the internet and basic Windows skills.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.

Work Schedule

Throughout the training period, your schedule may vary contingent upon your trainer’s shift. Following your training period, you will be officially assigned a shift. Initially, this position requires full in-office presence for the first 90 days - however, hybrid schedules may become available after this initial period. Occasionally, mandatory overtime is required.