Fleet Services Representative

1 month ago

Mississauga, Ontario, Canada Element Fleet Management Full time
Deliver Exceptional Customer Service

As a Service Advisor with Element Fleet Management, you will play a critical role in delivering value to our clients and ensuring an exceptional client experience. We are committed to the success of our clients, employees, and investors by fostering a culture where every employee can make a difference.

We are looking for a Bilingual Service Advisor, Car & Light Duty Maintenance to join our team. The ideal candidate will have hands-on mechanical experience with cars and/or light duty trucks and be knowledgeable in and have previous experience with repairs, preventative maintenance, labour & parts costs. As a Service Advisor, you will work from home in an inbound/outbound call center environment, providing exceptional customer support to clients, drivers & suppliers who communicate with the contact centre through either phone, email or Maintenance Platform software. You will use your experience to review requests from automotive repair shops and approve or decline repairs based on the client's Policies.

A Day in the Life

* Apply your car and light duty technical expertise, while providing a superior customer experience, in responding to incoming calls from drivers and suppliers while resolving inquires involving repairs and roadside events
* Triage and respond to inquiries coming from our supplier interactive portal, email, or other internal tools
* Assist drivers in locating appropriate repair facilities
* Use technical knowledge to effectively negotiate repairs on our client's behalf
* Assess caller's needs, clarify information, research any issue, and provide solutions and / or alternatives
* Handle calls in an efficient manner, minimizing driver/client time to resolve issues
* Strive for first call resolution
* Exhibit applicable empathy during each call ensuring a superior customer experience
* Meet personal/team qualitative and quantitative targets

Requirements

* High school diploma or equivalent required
* Licensed, 310S or 310T is preferred
* 3-5 years of hands on automotive mechanical experience
* Bilingual French/English is required
* Communication, negotiation, and decision-making skills
* Team player who enjoys working with clients and repair shops daily
* Ability to work independently with minimal supervision
* Excellent customer service and communication skills (verbal and written)

What's in it for You

* A culture of innovation, empowerment, decision-making, and accountability

* Comprehensive health and welfare benefits that serve the needs of you and your family and foster a culture of wellness

* Additional benefits and amenities, including paid time-off programs (vacation, sick leave, and holidays)

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