Customer Service Representative I

Responsibilities

• Respond to telephone, e-mail, and other electronic communication requests (emails or other electronic “Chat” platforms) from Federal STR customers.
• Perform routine tasks which require knowledge of GSA Fleet and STR procedures and rules.
• Provide simple vehicle leasing and rental information and appropriate information sheets and forms to current and potential fleet customers regarding services available, the procedures to follow, and where to obtain additional program information.
• Respond to customer inquiries and assist with customer requests on a wide variety of available vehicles and/or equipment; familiarity with industry terminology and offerings as well as vehicle/equipment specifications needed.
• Resolve complex customer and vendor issues and support escalations.
• Provide upon request a listing of available vehicles/equipment with ceiling pricing and assist the customer with related factors such as length of trip, freight/passenger requirements, vehicle or equipment pickup/delivery and fuel card use.
• Responding to customer complaints or inquiries.
• Taking orders for products or merchandise.
• Calculating charges; processing billing or payments.
• Processing customer claims.
• Handling returns, refunds, and exchanges.
• Keeping records of customer interactions.
• Updating customer account information.

Qualifications

• Proficient in the use of Microsoft Office Suite, particularly Excel, Google Suite tools and must also be familiar with the Windows operating system.
• Working knowledge consists of basic navigational, formatting and analysis skills.
• Working technical knowledge of a wide variety of motor vehicles and rental equipment to include, but not limited to, aerial lifting, earth moving, forklifts, cranes, generators. This specifically includes familiarity with industry terminology and vehicle/equipment specifications and capabilities.
• Strong interpersonal communication skills.
• Ability to multitask in a fast-paced, high-volume environment.
• Ability to adapt to evolving program guidance and procedures.
• Professional demeanor consistent with federal customer service standards.