Inbound Call Center Representative in Alpharetta, GA at LeasePlan

Date Posted: 6/5/2018

Job Snapshot

Job Description

Position Hours:  11 AM until 8 PM (Monday through Friday)

Objective:

To provide call center support to drivers of clients who have outsourced the day to day fleet functions to LeasePlan.

Education and Experience:

Education: Degree in Business or related Client service, fleet, or automotive field preferred

Experience: Automotive background preferred but not required. Previous Client Service experience needed. 

Skills: Strong analytical skills, computer knowledge required, math skills and ability to coordinate several projects at the same time. Strong customer service and interpersonal skills. Good written and verbal communication skills and negotiating skills are needed. 

Specific responsibilities include:

  • To provide call center support to drivers of clients who have outsourced the day to day fleet functions to LeasePlan. The overall FleetDesk coordinator goals are as follows:

  • Monthly average Speed of answer of thirty seconds or less.

  • Have no more than 5% of the total callers abandon.

  • Average abandon rate of 1 minute or less.

  • Average talk time between 2-4 minutes.

  • 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 OLA's within goal of 85% or above

  • Manage ResponsePlan and FCR tickets entered versus calls handled to 80% or greater.

  • Manage Quality Monitoring Scores to 95% or above.

  • Update records in computer, i.e., name and address changes, etc.

  • Assist and direct drivers to the proper department if not a FleetDesk issue.

  • Portray a positive and enthusiastic image to drivers of FleetDesk and LeasePlan.

  • Assist drivers with the quotation of vehicle specifications and quotations.

  • Process driver orders with minimal mistakes.

  • Assist FleetDesk Manager, administrators and/or Client Service Account Executives with tasks and /or other projects.

  • 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.

  • Communicate with co-workers, team members, management, clients and others in a courteous and professional manner.

  • Conform with and abide by all regulations, policies, work procedures and instructions.

  • Demonstrate reliable and predictable attendance.

  • Other duties assigned to ensure overall departmental efficiency.

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