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Title:   Bilingual Fleet Customer Service Representative
Operations Support
2088
Oakville
 
Canada
Full Time

POSITION DESCRIPTION:
Percepta is looking for a skilled Bilinugal Customer Service Representative in the Fleet department in our Oakville location.


Position Summary

The Bilingual Fleet CSR is responsible for providing timely and professional customer service in support of   customer, dealer and fleet personal in English and French. The Bilingual Fleet CSR responds to inquiries and concerns via the telephone, letter or email. The Bilingual Fleet CSR is responsible for learning and executing the complete call handling process, and meeting expected customer service levels and business performance goals. In addition, all commercial and government request for concessions will be sent to this position. This role is the first escalation point for fleet customer requesting Commercial Fleet, CPA, GPC assistance. The Bilingual Fleet CSR will also identify trends and opportunities. 


Duties and Responsibilities

*Ability to maneuver through various systems to provide the dealer/customer with prompt, courteous and accurate information including:

*Accurately respond to customer inquiries

*Document customer contacts

*Initiate outbound contacts as appropriate

*Provide on-line support for applications

*Utilize available resources to respond to internal and external customer inquiries

*Process Government Bid requests

*Process Fleet Code application requests

*Help identify process improvements and best practices for the team

*Identify and report all concerns regarding the programs to appropriate the Team Leader or Manager

*Meet or exceed performance expectations including but not limited to: productivity, accessibility, and quality assurance

*Propose Government Price Concession and  Competitive Price Allowance concessions   based on dealer/leasing company  requests and enter into Deal Maker system

*Propose concessions based on concession guidelines and job knowledge.

*Handles escalated customer concerns in a timely, efficient, and professional manner.

*Evaluate all escalated requests based on program criteria.

*Escalate to appropriate National Account Manager if account has been pre-assigned to a Ford National Account Manager (based on VFleet assignment) and National Account Manager based on geographic grid.

*Facilitates timely follow-up and resolution with Internal and external customers.

*Subject matter expert for Fleet customer service representatives.

*Communicate concession to dealer/fleet.

*Prepare and submit manual claims for unique situations.

*Troubleshoot payment issues.

*Performs other duties as required

 
Additional Responsibilities

*Adhere to and support all Percepta and Client ISO, Quality Systems and Q1 and initiatives.

*Adhere to and support Percepta Call Center Policies and Procedures.

*As applicable, answer e-mail inquiries within required time frames in a professional manner with accurate and timely information.

*Attend and participate in team meetings.

*Complete additional tasks / projects as needed.

*Complete training courses as directed by Operations and/or Training.

*Maintain professional working relationships.  


POSITION REQUIREMENTS:
What You Need to Have



Education

*College Certificate/Diploma in Business and/or equivalent work related experience



Experience

*3-5 years customer service experience.

*12 months minimum CRC experience.

*Extensive Ford product knowledge and understanding of Ford competitive strengths vs. competition.

*Previous Fleet experience is an asset.

*Prior knowledge/experience in automotive industry an asset.


 

Skills

*Fluently bilingual French/English, both written and oral.

*Ability to troubleshoot and analyze problems.

*Demonstrated skills in customer escalation, conflict resolution and negotiation

*Strong customer service, interpersonal and relationship building skills

*Strong organizational, time management and problem solving skills (ability to multi-task)

*Strong Team building skills, to work well within a close team environment – self-sufficient, resourceful and works well with minimal supervision

*Proficient in CRC programs including SMARTT, Search Engine, Documentum, Internet, MS Office, MS Outlook and Siebel.

*Flexibility in work schedule, available mornings, evenings and weekends.

*Ability to demonstrate a high degree of professionalism.

*Strong oral and written communications skills.

*Typing 30 w.p.m. 





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