Call Center Representative

Fleet Response • Hudson, OH

13d • Hybrid

About The Position

Fleet Response is seeking qualified candidates to work virtually or at our corporate office, for the following position: Call Center Representative. The Call Center Representative is responsible for gathering the supports necessary to complete a subrogation demand and reporting to responsible parties. Provides customer service to clients/drivers by answering all calls and recording interviews into the computer or directing callers to appropriate departments.

Requirements

• High school diploma or general education degree (GED): or minimum six months related experience and/or training; or equivalent combination of education and experience.
• 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.

Nice To Haves

• Prior customer service, call center, and/or car rental experience preferred.

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.
• Obtains all required information from 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.
• Contacts 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.
• Assists 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.
• Assist other departments as necessary with projects
• Send loss notices on non-drivable vehicles.
• Handle notifications on serious injuries/fatalities as needed based on client parameters.
• Send assignments to body shops for non-drivable vehicles when necessary.
• If In-house Enterprise Representatives are not available or it’s after 4:50pm. Contacts rental car companies to arrange for a rental car and confirms reservations.
• Ensure proper transferring of phone lines
• Making sure office is closed down properly prior to locking up

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED