Fleet Customer Service Advisor

Job description

Position Title: Fleet Customer Service Advisor Bargaining Unit: AFSCME Job Description: Working as an integral part of the Fleet management team to provide workflow planning. Tasked with to scheduling e all preventive maintenance and repair work for the shops as well as including assisting customers with other Fleet related needs. [BP1.1]Under the direction of the Fleet Lead Customer Service Advisor, this position will act as a liaison between the customer and the mechanic shops. Work for the mechanics will be planned and scheduled before the work is performed to ensure a smooth workflow and to maximize all available repair time. In addition, assists in maintaining other programs and processes in Fleet such as warranties, fuel program, Fleet loaner pool, and processing purchases for Fleet. Position Salary Range: $27.45 - $34.00 This position is eligible for full city benefits, including: Health Insurance Dental, Vision and Life Insurance Paid vacation and personal leave Six to Twelve weeks of paid parental leave from day 1 of employment Retirement contributions toward a pension plan and/or 401(k) A robust Employee Assistance Plan (EAP) Up to $4,000 tuition reimbursement annually Discounted supplemental benefits like pet insurance and legal services IMPORTANT: Early application submittal is encouraged. This position will remain open until filled and may close at any time without notice. Key Responsibilities: Plans and schedules all preventive maintenance and repair work required on all City vehicles and equipment and commits resources for emergency and unscheduled repairs. Uses scheduling to fully maximize the available hours of Fleet technicians. Actively communicates with other City departments, equipment users and police officers to arrange for required maintenance or repair including equipment pick-up or delivery. Inputs new work order information into Fleet Management Information System and closes applicable work orders as necessary. Receives and adds invoices for sublet repairs, including coding invoices and uploading for payment processing. Obtains quotes from body shops as directed by the Customer Service Supervisor and or Manger. Provides exceptional customer service and maintains high customer satisfaction levels in stressful situations by skillfully addressing and resolving problems. Answers questions regarding the status of vehicles in the shop and contacting customers when work is completed via phone or email. Manages Fleet loaner pool program by adding/removing users and obtaining approval for users from the appropriate level when applicable. Download Loaner pool usage reports when directed. Tracks and communicates with customers on appointments that will not be completed the day of the appointment via email or phone call. Tracks all vehicles that are eligible for warranty repairs. Upon completion of warranty work the claim will be submitted to the appropriate company. May be required to obtain a “Purchasing Card” to pay invoices following purchasing guidelines. Records vehicles daily in Fleet lot and reminds customers when their vehicle is ready for pick up. Add employee biometrics and vehicle data into KeyTrak system by following the set up procedure. Maintains employees and vehicles in Fuel Serve/Fuel Force system. Answers telephones and responds to requests as efficiently as possible. Other duties as assigned. Minimum Qualifications: High School Diploma or GED equivalent graduation certificate, plus two years of paid experience in an automotive, heavy equipment/customer-service related position, including one-year paid experience in a shop service writer role. Knowledge of heavy and light fleet vehicles and specialized equipment including their uses, functions and capabilities and their regularly needed preventative maintenance. Ability to communicate with people of all levels in both oral and written form. Ability to keep accurate records and make timely reports as required. Demonstrated computer skills to use computer systems to maintain service and repair records on motive and non-motive equipment to include Windows 11 operating system, word processing, spread sheets, Outlook and Fleet Management database applications. Proven ability to listening to customers' asset repair needs by, obtaining asset symptoms, asking clarifying questions and recording that information in Fleet Management Computer system (Faster) on a work order. Proven ability to manage multiple task situations in a calm and professional manner. Possession of a valid driver’s license or driving privilege card. WORKING CONDITIONS: Moderate physical effort, comfortable working positions, handling of light weights, intermittent sitting, standing and walking. Uncomfortable working conditions due to dirty equipment, exhaust fumes, loud noise and adverse weather conditions. Exposure to stressful situations as a result of human behavior and stringent deadlines. A TEN YEAR PERSONAL, CRIMINAL AND EMPLOYMENT BACKGROUND CHECK IS REQUIRED FOR THIS POSITION. The above statements are intended to describe the general nature and level of work being performed by persons assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities and skills required of personnel so classified. All requirements are subject to possible modification to reasonably accommodate individuals with disabilities. POSITION TYPE Full-Time POSITION SALARY RANGE $27.45 - $34.00 DEPARTMENT Public Services Full Time/Part Time: Full time Scheduled Hours: 40