Fleet Customer Service Advisor

About the role

As an integral part of the Fleet management team, you will provide workflow planning, schedule all preventive maintenance and repair work for the shops, and assist customers with other Fleet-related needs. Under the direction of the Fleet Lead Customer Service Advisor, this position acts as a liaison between customers and the mechanic shops, ensuring work is planned and scheduled to maximize repair time and maintain smooth workflow.

Responsibilities

• Plans and schedules all preventive maintenance and repair work for City vehicles and equipment, including emergency and unscheduled repairs.
• Maximizes available hours of Fleet technicians through effective scheduling.
• Communicates with City departments, equipment users, and police officers to arrange maintenance or repairs, including equipment pick-up or delivery.
• Inputs and closes work orders in the Fleet Management Information System.
• Receives and processes invoices for sublet repairs, including coding and uploading for payment.
• Obtains quotes from body shops as directed by the Customer Service Supervisor or Manager.
• Provides exceptional customer service, addressing and resolving problems in stressful situations.
• Answers customer inquiries about vehicle status and notifies customers when work is completed via phone or email.
• Manages the Fleet loaner pool program, including adding/removing users and obtaining approvals.
• Downloads loaner pool usage reports and communicates with customers about delayed appointments.
• Tracks vehicles eligible for warranty repairs and submits claims upon completion.
• May obtain a Purchasing Card to pay invoices following purchasing guidelines.
• Records daily vehicle status in the Fleet lot and notifies customers when vehicles are ready for pick-up.
• Enters employee biometrics and vehicle data into the KeyTrak system.
• Maintains employees and vehicles in the Fuel Serve/Fuel Force system.
• Answers telephones and responds to requests efficiently.
• Performs other duties as assigned.

Requirements

• High School Diploma or GED equivalent.
• Two years of paid experience in an automotive, heavy equipment, or customer-service related position, including one year as a shop service writer.
• Knowledge of heavy and light fleet vehicles, their uses, functions, capabilities, and preventive maintenance needs.
• Ability to communicate effectively in both oral and written forms with people of all levels.
• Demonstrated computer skills, including Windows 11, word processing, spreadsheets, Outlook, and Fleet Management database applications.
• Proven ability to listen to customers, obtain asset symptoms, ask clarifying questions, and record information in the Fleet Management Computer system (Faster).
• Ability to manage multiple tasks calmly and professionally.
• Possession of a valid driver’s license or driving privilege card.

Working Conditions

• Moderate physical effort, including intermittent sitting, standing, and walking.
• Uncomfortable conditions due to dirty equipment, exhaust fumes, loud noise, and adverse weather.
• Exposure to stressful situations due to human behavior and stringent deadlines.

Pay

$27.45 - $34.00 per hour.

Benefits

• Full City benefits, including health, dental, vision, and life insurance.
• Paid vacation and personal leave.
• Six to twelve weeks of paid parental leave from day one of employment.
• Retirement contributions toward a pension plan and/or 401(k).
• Robust Employee Assistance Plan (EAP).
• Up to $4,000 tuition reimbursement annually.
• Discounted supplemental benefits like pet insurance and legal services.

Schedule

Full-time, 40 hours per week.