Customer Service - (Client Experience Associate)

Company: Merchants Fleet Management
Location: Hooksett
Posted on: November 22, 2021

Job Description:

Your amazing Client Service orientation will assure your success as Merchants Fleet's newest Account Associate. You will support Merchants Fleet clients and the Client Experience team, providing account support and administrative duties that fulfill the timely and accurate delivery of Merchants Fleet services. Your primary focus is to provide responsiveness and problem resolution in all Fleet Management areas that directly impact the client via the Call Center and Bold Chat. Location: Merchants Fleet Headquarters in Hooksett, NH What Your Day Looks Like:

• Provide support to the Client Experience team, to drive exceptional client experience.
• Support incoming/outgoing calls/emails/live chat pertaining to questions on Merchants leased vehicles and all enrolled services
• Administer client fleet policy in an efficient and professional manner
• Provide support to accounts within the Merchants Portfolio, ensuring all requests and timelines are precisely managed
• Effectively resolve client concerns and provide pro-active client support
• Possess and utilize in depth knowledge of leasing programs, service offerings, workflow and processes in day to day interactions.
• Thrive in a fast paced, client-oriented business
• Utilize CRM software to document, manage and track client support and vehicle transactions.
• Execute within Client Experience Service level Agreements (SLA's)
• Effectively utilize TotalView (internal system) in day to day support of client(s)
• Collaborate with team members from across the organization to drive all client deliverables
• Act as a liaison between sales and clients with all Merchants departments
• Fulfill the Mission and Values of the organization.
• Recommend improved processes to fulfill the goals of the Client Experience Team
• Provide administrative support to the Client Experience team in times when needed to fulfill Merchants Fleet Management Strategic Initiatives
• Other special projects or duties as determined by department management The Skills, Experience and Education You Bring:
  • Excellent organizational skills, strong attention to detail with an ability to focus on accuracy while managing multiple tasks and projects simultaneously
  • Exceptional verbal, written, presentation, project management and interpersonal skills
  • High energy, as well as a pleasant and professional demeanor
  • Excellent client service approach to problem solving
  • Ability to nurture and work in a team environment as well as ability to work independently with self-motivation
  • Ability to work as part of a team while accomplishing departmental and corporate goals
  • Advanced computer skills in CRM, Total View and Microsoft Suite
  • Must be able to work overtime as required
  • 5+ years in environment requiring strong communication and client service skills
  • HS Diploma or Equivalent Merchants Fleet is the nation's fastest growing fleet management company, providing flexible funding and service options for organizations that leverage vehicles to run their operations. Merchants Fleet offers comprehensive & customizable fleet solutions, serving as a single source for all vehicle needs. Our programs range from long-term leases to monthly rentals, including unique options such as rent-to-lease and own-to-lease. With over 150,000 managed vehicles nationwide, our expert teams have experience working with nearly every industry, from corporate fleets to last mile delivery to franchise systems. We offer the most high-touch service and innovative experience across the industry, with specialized teams and a FleetTech model that merges fleet with technology to ensure our clients get the best performance out of their fleets. Merchants Fleet is headquartered in Hooksett, New Hampshire, and its Innovation Center is located in the Chicago, Illinois area. For more information, please visit merchantsfleet.com. --- Merchants is an award-winning place to work with accolades including; Best & Brightest, Best Company to Work For 2, Great Place to Work and Coolest Company for Young Professionals. California Residents click here for California Consumer Privacy Act (CCPA). Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities .

Keywords: Merchants Fleet Management, New England , Customer Service - (Client Experience Associate), Hospitality & Tourism , Hooksett, Northeast