Call Center Representative

Fleet Response’s Mission

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 is seeking qualified candidates to work virtually or at our corporate office for the position of Call Center Representative
. The Call Center Representative is responsible for gathering the supports necessary to complete a subrogation demand and reporting to responsible parties. The role provides customer service to clients/drivers by answering all calls, recording interviews into the computer, or directing callers to appropriate departments.

• Answers calls in a professional manner. Directs all non-rental or claim calls to the appropriate department or person. Takes message or forwards to voicemail as necessary.
• Talks with clients/drivers by phone to assist them with obtaining a rental vehicle, reporting an accident or glass claim, and helps in receiving roadside assistance. Notifies management immediately of any crucial situation.
• Back up operator calls.
• Obtains all required information from caller and accurately inputs information into the computer system.
• Locates nearest rental agency or body shop and provides client/driver with all necessary information.
• Deals with any outside vendor problems/questions as necessary.
• Contacts tow/glass to arrange for tows or glass repair and warm transfers callers.
• Communicates with the client to receive approval for rental upgrades, drop fees or any other request that is outside of client parameters.
• Assists clients/drivers with any questions or problems relating to their car rental or claim. When necessary refers callers to the proper department or management for additional assistance.
• Backs up all fax/email claims submitted.
• Communicates with all contacts in a highly professional and courteous manner at all times.
• Assists other departments as necessary with projects.

• Send loss notices on non-drivable vehicles.
• Handle notifications on serious injuries/fatalities as needed based on client parameters.
• Send assignments to body shops for non-drivable vehicles when necessary.
• When in‑house Enterprise Representatives are not available or it’s after 4:50 pm, contacts rental car companies to arrange for a rental car and confirms reservations.
• Ensures proper transferring of phone lines.
• Ensures office is closed down properly prior to locking up.

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.

High school diploma or general education degree (GED) or minimum six months related experience and/or training; or an equivalent combination of education and experience. Prior customer service, call center, and/or car rental experience preferred.

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine…