Client Service Representative (CSR) Job in Calgary, Alberta Canada

 

Key Accountabilities:

 

·         Act in the best interest of the client and the organization, maintaining a consistent and professional manner in all dealings.

·         Utilize FleetTrak (internal client management tool) to manage all day to day responsibilities.

·         Follow internal processes to ensure the achievement of any Service Level Agreements (SLA).

·         Quote appropriate buyout prices based on clients’ policy.

 

Specific to Client Administration:

 

·         Answer all incoming calls for clients.

·         Selector Building (i.e. negotiates concessions, recommend vehicles, price vehicles, obtain clients’ approval of replacement vehicles, build vehicle spreadsheets).

·         Process factory vehicle orders.

·         Coordinate searches for stock vehicles.

·         Manage and mail various types of information in a timely manner (liability slips, registration renewals, credit card replacements, selectors, new vehicle packages, infractions, new driver packages etc.).

·         Update client profile and policy when needed.

·         Maintain regular client contact.

·         Produce various reports based on client needs (i.e. monthly fleet inventory, life cycle analysis, cost per km, etc.).

·         Run reports for registration renewal.

·         Maintain and report Monthly Proactive Matrix.

·         Support the administration of the Taxable Benefit Program when necessary.

·         Attend client meetings and reviews when required to support Account Manager (AM) / Sales Manager (SM).

·         Interact with other departments to resolve client issues and follow-up on projects / issues.

 

Specific to Client/Account Management:

 

·         Understand your customers’ business.

·         Have a thorough understanding of your clients’ or drivers’ fleet policy.

·         Manage the day-to-day activity or issues for your customer, being proactive as required.

·         Maintain a consistent and professional manner in all dealings with customers.

·         Beware of potential problems and work to resolve them.  Escalate problems to designated internal party.

·         Exercise time management and priority setting practices.  Escalate potential scheduling or workload conflicts/demands to designated internal party.

·         Attend and participate in corporate and industry sponsored events.