Client Support Coordinator I

Job Description

Job Description

Client Support Coordinator I

Fleet Response’s mission is to provide innovative and effective service to our clients and to maintain a high standard of professionalism and partnership in an environment that fosters opportunity, integrity, and excellence.

Our mission would not be possible without an environment that is created from mutual trust and respect, coupled with a commitment to diversity, equity & inclusion

Our commitment to diversity, equity & inclusion aligns with our corporate values and is supported at the highest levels in the Company.

Diversity helps to drive new business, fuel innovation, and attract and retain the best employees. It makes a difference in the workplace, marketplace, and community advancing the way we live and work.

Are you interested in joining a fast growing and customer focused company that is constantly rated as one of the Top Workplaces in Northeast Ohio ?

Do you feel that hard work should pay off and you value things like workplace flexibility, career advancement opportunities, a positive culture, and a genuine feeling that you belong to a team?

If so, you would be perfect for Fleet Response.

Fleet Response specializes in providing services to corporations who self-insure physical damages to their fleets. Built from an insurance background with an eye for detail, Fleet Response prides itself on offering a variety of customized services to all our clients.

Additional Benefits :

We offer a best-in-class benefits package including PTO, 401(k) Employer Contribution, Medical, Dental, Vision, Life, Disability and opportunities for advancement.

Client Support Coordinator I Position Summary :

Supports needs relating to safety services, client tools, and sales. This role is heavily focused on providing high volume phone support to internal and external clients.

Safety / Driver History Profile (DHP) Support :

• Provides support for the drivers and safety team including the following :
• Managing data exceptions including invalid forms, MVRS, email addresses
• Review and validate special state release forms that have been uploaded to DHP
• Review and validate COI or DQ documents as needed
• Performing claim audits on assigned accounts
• Work individually with drivers and client contacts
• Meets or exceeds safety KPIs relating to time logged into the queue, average call lengths, email responses within one business day, and other items as set by the Manager of Client Support

Sales and Client Support :

• Completes sales proposals as requested, and other PowerPoint or client deliverables as needed.
• Conducts VISIBILITY trainings with existing clients and sets up client access.

General Business Development Responsibilities :

• Provides back-up to front desk as needed.
• Performs administrative duties and special project work as assigned by the Client Support Manager.
• Provides user support via phone and email, including responding to [email protected] emails and being logged into the DHP phone queue, and the Operator phone queue as backup or as requested.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required.

EDUCATION and / or EXPERIENCE

Bachelor's degree from a four-year college or university preferred, backed by a minimum of 1 year work experience post-college in an office environment or, related work experience of the equivalent.

LANGUAGE SKILLS

• Strong interpersonal skills to ensure excellent internal and external customer service.
• Excellent written and verbal skills.

TECHNICAL SKILLS

Highly motivated, strong initiative, self-starter with team focus.

REASONING ABILITY

• Strong ability to multi-task and manage time effectively.
• Strong investigative and organizational skills.

PROFICIENCY

• Demonstrates dependability, punctuality and excellent attendance.
• Ability to work independently and collaborate with peers.
• Proficient in Microsoft Office including Outlook, PowerPoint, Word, and Excel

Physical Demands and Working Conditions

The worker is subject to inside environmental conditions : Protection from weather conditions but not necessarily from temperature changes.

The worker is required to have close visual acuity to perform an activity such as : preparing and analyzing data and figures;

transcribing; viewing a computer terminal; extensive reading.

Sedentary work : Exerting up to 10 pounds of force occasionally and / or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.

Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

Talking : Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed clearly and understandably both in person and over telephone.

Hearing : Perceiving the nature of sounds at normal speaking levels with or without correction and having the ability to receive detailed information through oral communication and making fine discriminations in sound.

Repetitive motions : Making substantial movements (motions) of the wrists, hands, and / or fingers.

Position Type and Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday, typically within 8 : 00am-5 : 00pm with reasonable flexibility.

There is an option to hybrid work, up to 50% out of the office This eligibility is available to employees after 120 days of continuous employment with Fleet Response and a favorable 90-day review.