Customer Care Coordinator


Customer Care Coordinator

Department
Account Management
Location
Atlanta United States of America
Date Posted
-- Apply

At LeasePlan, we are always asking What's next in mobility.

Join our team and be part of a dynamic, exciting and engaging business, so we can discover What's next together!

OBJECTIVE

The Customer Care Coordinator is responsible for providing support to our clients offering professional customer service by WOWing clients through an unmatched Willingness to help, Ownership of LeasePlan's mission, and dedication to Winning customer loyalty through driving 1st contact resolution.  This person will provide call center support to clients and embody a customer centric mindset as an expert on customer service with urgency to respond, resolve and serve.

ESSENTIAL FUNCTIONS

  • Manage daily client and driver requests by utilizing LeasePlan's systems, applications and various customer management platforms including but not limited to e-Plan, AS400, CRM and MIMS.
  •  Collaborate cross functionally to internally communicate and coordinate the successful resolution of requests/inquiries through multiple channels of communication effectively and efficiently
  • Provide inbound/outbound call center support to customers with fleet responsibilities who have entrusted their daily fleet and maintenance functions to LeasePlan in a timely manner; including working and/or dispersing email/voicemail messages in the Customer Care team inboxes.
  • Document every driver call in Response Plan (RP) or Maintenance Incident Management (MIMs) to ensure the issue is captured and addressed.  Update MIM's notes when applicable.
  • Address fleet questions regarding all aspects of the leased vehicle based upon the specific client's policies and procedures found in LP tools and platforms.
  • Communicate with co-workers, team members, management, clients, drivers, and others in a courteous and professional manner.
  • Conform with and abide by all regulations, policies, work procedures, instructions, and company values.
  • Demonstrate reliable and predictable attendance and punctuality.
  • Other duties assigned to ensure overall departmental efficiency and client satisfaction.

OTHER DUTIES

  • Be proficient in, and use extensively all LP systems including ePlan, MIDAS, Remedy/ResponsePlan and The Client Management Tool.
  • Update system with client specific data.
  • Keep up to date on industry news.
  • Assist Manager with tasks and/or other special projects that require precise attention to detail.
  • Other duties and responsibilities as assigned.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

CORE COMPETENCIES

  • Commits to organizational goals and objectives.
  • Demonstrates resourcefulness and solves problems.
  • Demonstrates the ability to work independently in a fast-paced environment while exhibiting flexibility to adapt to the department's needs.
  • Develops professional partnerships and useful internal relationships through open and effective communication, visibility and teamwork.
  • Responds with a sense of urgency and acts confidently, assertively, and decisively while taking responsibility and accountability for position requirements.
  • Works independently, effectively manages and uses time while juggling competing priorities.
  • Demonstrates an aptitude for learning quickly, retaining information and the ability to coach, mentor, and train peers as well as new team members in all aspects of the FleetDesk processes and procedures.

LEADERSHIP RESPONSIBILITY

This position has no leadership responsibilities.

WORK ENVIRONMENT

This position is in Alpharetta, GA and Rolling Meadows, IL and operates in a professional office environment.

POSITION TYPE/STANDARD SCHEDULE

This is a Full-time position and hours of work are Monday through Friday; 8:30 a.m. to 5 p.m.

TRAVEL

No travel is expected for this position.

MINIMUM REQUIRED EDUCATION & EXPERIENCE

  • College degree preferred or equivalent work experience.
  • Fleet or mechanical call center experience preferred but not required.
  • 3 years' experience in customer service.
  • Proficient in verbal and written communication.
  • Microsoft Office Suite (Word and Excel required, PowerPoint preferred).
  • Self-motivated.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Careers at LeasePlan

LeasePlan operates across more than 30 countries. With over 55 years' experience, LeasePlan's mission is to provide What's next in mobility so our customers can focus on what's next.

We also believe 'you cannot grow a business; you can only grow people who can grow the business.' LeasePlan is proud of its culture of service and care towards customers and each other, which has endured for over 55 years. By applying to work with LeasePlan, you are joining a team where you yourself will get to play a part in building the future of our business.

Apply

Company
LeasePlan
Posted
10/02/2021
Salary Range
$23,000.00 - 34,000.00
per Year
Salary range estimated by
Location
Atlanta, GA 30301, US
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