Customer Relationship Specialist

at  Fleetcor

Brentwood, Tennessee, USA - 37027

Start DateExpiry DateSalaryPosted OnExperienceSkillsTelecommuteSponsor Visa
Immediate09 Oct, 2022Not Specified11 Jul, 20221 year(s) or aboveOutlook,Access,Management Skills,Microsoft Office,Payment Solutions,Excel,Latin America,Perspectives,Customer Service SkillsNoNo
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Description:

Summary
The CRS owns, manages and maintains client relationships to ensure superior customer service. The CRS will be responsible for actively engaging the client to create a positive experience and promote the sustained use of our services.The CRS will work directly with clients to provide day to day support, problem resolution, research and analysis and will also be responsible for all client communication, including, but not limited to, emails, faxes and phone calls.

Responsibilities

  • Establish and maintain strong client relationships and proactively manage accounts to provide exceptional customer service
  • Work closely as a liaison between the customer, sales and the operations team
  • Proactive, professional, customer focused management of client fuel tax filing and reports
  • Provide resourceful solutions for client requests and process issues
  • Analyze data in conjunction with support staff
  • Communicate and coordinate with clients to ensure timely completion of reports and tax filings per the established calendar
  • Maintain current client contact information, including processing instructions
  • Coordinate with operations team to provide ad hoc reports and/or information upon client request
  • Occasional travel

Qualifications

  • High school diploma or equivalent required, college degree preferred
  • 1+ year strong customer relations experience preferred
  • Excellent basic math and data entry skills required
  • Superior telephone and customer service skills
  • Working knowledge of Microsoft Office (Excel, Word, Power Point, Access, and Outlook) required
  • 1+ years’ experience working with/preparing taxes is an asset

Preferred Skills

  • Strong relationship management skills
  • Service oriented mentality
  • Strong communication both written and verbal
  • Reliable team member
  • Action oriented mentality
  • Strong organizational skills
  • Strong attention to detail
  • Strong time management skills
  • Strong problem solving skills

CRS Activities – Activity Detail

  • Communication with clients to ensure smooth transition to new service format
  • Customer set up / onboarding
  • Where the relationship starts- make a good first impression – professional, informed, helpful
  • Provide an introduction to the company, to fuel tax, to yourself, to the services/areas where you can assist them
  • Provide training to customer contact: calendar datesand why they’re important, how to read and use the reports provided, their responsibilities regarding the data and returns
  • Build relationship with client contact
  • Schedule and hold phone calls with every client on a regular basis(TBD based on client assignments - not less than 1x/mo each)
  • Establish and sustain working rapport with client contact
  • Offer information and updates to client contact re: IFTA requirements, industry trends, etc.
  • Maintain and update client contact info
  • Some travel as needed to maintain relationships
  • Processing Activities
  • Work on data entry issues escalated up by OS
  • Retrieve preliminary reports run by OS
  • Review and create issues spreadsheet for client; email to client
  • Issues may include unfilled gaps, invalid unit #, MPG outside set parameters, fuel/no miles
  • Act upon any feedback from client on issues spreadsheet
  • Review tax returns (IFTA and/or weight distance/HUT) and billing as necessary for familiarity
  • Training/Admin/Other
  • Receive coaching/training/continuing education as available or deemed necessary by manager
  • For example: may include instruction to enhance computer skills, education on IFTA/IRP guidelines and practices, review of phone scripts as needed
  • Coordinate with OS to provide other reports or information as needed/requested by client
  • Assist Audit Support staff with client information / background in the event of an audit

LI-AG1

About the Company

FLEETCOR Technologies, Inc. (“FLEETCOR”) is a leading global provider of business payment solutions. We help companies of all sizes control, simplify and secure payment of various domestic and cross-border payables using specialized payment products. We serve businesses, partners, merchants, consumers and payment networks in North America, Latin America, Europe, and Asia Pacific.

  • $2.8B Annual Revenue
  • 800,000 Directly Served Business Clients
  • 9,700+ Employees

(as of December 31, 2021)
Our payment solutions provide our customers with a payment method designed to be superior to and more robust and effective than what they use currently, whether they use a competitor’s product or another alternative method such as cash or check. We group our payment solutions into five primary categories: Fuel, Lodging, Tolls, Corporate Payments and Gift. Each category is unique in its focus, customer base and target markets, but they also share a number of characteristics: customers are primarily businesses, have recurring revenue models, have specialized networks which create barriers to entry, have high margins, and have similar selling systems.

Responsibilities:

  • Establish and maintain strong client relationships and proactively manage accounts to provide exceptional customer service
  • Work closely as a liaison between the customer, sales and the operations team
  • Proactive, professional, customer focused management of client fuel tax filing and reports
  • Provide resourceful solutions for client requests and process issues
  • Analyze data in conjunction with support staff
  • Communicate and coordinate with clients to ensure timely completion of reports and tax filings per the established calendar
  • Maintain current client contact information, including processing instructions
  • Coordinate with operations team to provide ad hoc reports and/or information upon client request
  • Occasional trave


REQUIREMENT SUMMARY

Min:1.0Max:6.0 year(s)

Marketing/Advertising/Sales

Sales / BD

Sales

Diploma

Proficient

1

Brentwood, TN, USA