Call Center Representative - Driver Care Job at LeasePlan
At LeasePlan, we are always asking What's next in mobility.
Join our team and be part of a dynamic, exciting and engaging business, so we can discover What’s next together!
OBJECTIVE
The FleetDesk Coordinator will be responsible for providing call center support to drivers of clients who have outsourced the day to day fleet functions to LeasePlan. Manage ResponsePlan OLA's within goal of 85% or above. Manage Quality Monitoring Scores to 95% or above.
ESSENTIAL FUNCTIONS
- Answer driver phone calls promptly. Each coordinator contributes to the team by answering the phones in a timely basis with minimal amount of time away from their desk.
- Answer driver questions based upon the specific client’s policies and procedures.
- Manage ResponsePlan and FCR tickets entered versus calls handled to 80% or greater.
- Assist drivers with the quotation of vehicle specifications and quotations.
- Process driver orders with minimal mistakes.
- Work assigned ResponsePlan tickets within the first 24 hours of assignment with no more than six escalations a year.
- No more than three internal or external client complaints.
- Other duties assigned to ensure overall departmental efficiency.
OTHER DUTIES
- Assist FleetDesk Manager, administrators and/or Client Service Account Executives with tasks and/or other projects.
- Update records in computer, i.e., name and address changes, etc.
- Assist and direct drivers to the proper department if not a FleetDesk issue.
- Other duties and responsibilities as assigned.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
CORE COMPETENCIES
- Demonstrates flexibility, creativity, and resourcefulness.
- Acts decisively and with self-control to solve problems and conflicts and practices listening skills and successfully negotiates.
- Acts entrepreneurially and works independently and takes measured risks.
- Shows technical proficiency, critically analyzes information and works effectively with systems.
- Effectively manages and uses time while juggling competing priorities; is organized, structured, thorough, and accurate.
LEADERSHIP RESPONSIBILITY
This position has no leadership responsibilities.
WORK ENVIRONMENT
This position is in Alpharetta, GA and operates in a professional office environment.
POSITION TYPE/STANDARD SCHEDULE
This is a Full-time position and hours of work are Monday through Friday; 11:00 a.m. to 8:00 p.m.
TRAVEL
List if percentage of travel time expected for the position, where the travel occurs, such as locally or in specific countries or states, and whether the travel is overnight.
(For example: No travel is expected for this position or % of travel required.)
MINIMUM REQUIRED EDUCATION & EXPERIENCE
- Degree in Business or related Client service, fleet, or automotive field preferred.
- Automotive background preferred but not required. Previous Client Service experience needed.
- Strong analytical, customer service, interpersonal, negotiation and communication (verbal, written) skills.
- Computer knowledge required, math skills and ability to coordinate several projects at the same time.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Careers at LeasePlan
LeasePlan operates across more than 30 countries. With over 55 years’ experience, LeasePlan’s mission is to provide What’s next in mobility so our customers can focus on what’s next.
We also believe ‘you cannot grow a business; you can only grow people who can grow the business.’ LeasePlan is proud of its culture of service and care towards customers and each other, which has endured for over 55 years. By applying to work with LeasePlan, you are joining a team where you yourself will get to play a part in building the future of our business.
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