Customer Service Representative

Customer Service Representative

What We Need

FLEETCOR is currently looking to hire a Customer Service Representative within our NA Fuel division. This position falls under our NAL/P line of business and is located in Nashville, TN. In this role, you will be responsible for supporting all customer needs by supporting day-to-day client needs through inbound calls, outbound calls, emails or other communication channels. Client loyalty is the primary focus and measure of success. Creating an easy, reliable customer experience that is mindful of the client needs is the driving force behind our Fleet Advisors creation of loyalty. Client loyalty will also be achieved through anticipating customer needs, responding quickly to requests, inquiries, and issues as well as creating value through facilitating the best possible use of FLEETCOR products and Services. This role is the client advocate for other departments creating a single point of contact for complex issues and needs that require another department support. The Fleet Advisor creates value by recommending best practices and uses of FLEETCOR Products and Services including cross-sell lead and product offers.

To be effective in this role, the Fleet Advisor must have a broad and deep understanding of all FLEETCOR products and services and be able to articulate how these are best used within the customers operating environment. The Fleet Advisor will have full service ownership of all FLEETCOR customers in a shared servicing team environment. All non-sales decisions with regard to the daily operational structure of the customer is the responsibility of the Fleet Advisor. All ancillary departments will defer to the Fleet Advisor or collaborate with them when resolving complex problems and decisions that affect their account. You will report directly to the NAL/NAP Fleet Advisor Supervisor and regularly collaborate with Sales Agents and other departments.

How We Work

As a Customer Service Representative, you will be expected to work in a hybrid environment. FLEETCOR will set you up for success by providing:

• Assigned workspace in Nashville, TN and home office set up

• Company-issued equipment

• Formal, hands-on training

Role Responsibilities

The responsibilities of the role will include:

• Creating and maintaining client loyalty with client contacts that are at times diverse in terms of needs, professional skill, caller role, and experience

• Being an expert in handling FLEETCOR specific products, systems and processes

• Training customers by phone or web to help quickly implement FLEETCOR products and services or educating new client users of FLEETCOR products and services

• Researching and resolving credit inquiries and problems proactively, resulting from invoicing, cash application, credit reconciliation, moving lines of credit, credit increases, write-offs and other customer issues related to credit

• Tuning the account set-up and general product usage to enable best possible client value from FLEETCOR Products and Services

• Acting as single point of contact for FLEETCOR by representing all departments (Credit, RCS, Card Management ITS, etc.)

• Researching and reporting patterns and trends that may affect customers include system outages or technical issues

• Collaborating with sales teams to identity account growth opportunities for additional FLEETCOR products or services

Qualifications & Skills

• Ability to perform each essential duty satisfactorily

• Reliable, have the will to serve others, and demonstrate ability to continuously learn new products, services, and skills

• Customer Driven

• Customer Service is a competitive differentiator; as a result, this role must demonstrate exceptional Customer Care skills and provide exceptional customer service

• An effective Fleet Advisor must have deep understanding of all FLEETCOR products and services, and be able to articulate how these are best used within the customers operating environment

• Delivery genuine empathy when appropriate demonstrating concern and care for clients

• Be able to independently anticipate and proactively address internal and external customer needs

• Prioritize and align activities around the needs of the customer

• Be able to take internal and external customer feedback and experience to continuously improve individual performance and service delivery

• Deliver understanding and knowledge that delivers the trusted advisor role

• Resilience

• Resilience is needed to handle difficult situations

• Able to demonstrate mastery of FLEETCOR systems, data, reporting, and processes

• Able to learn quickly and use resources

• Attention to detail

• Able to act to prevent mistakes, follow procedures closely, and keep records accurate and up to date

• Communication

• Strong oral and written communication skills are required

• Able to practice active and attentive listening skills, demonstrate proficient grammar, and deliver clear concise professional communication

• Adaptability

• Adaptability and change management skills are required

• At times juggling multiple account management projects and activities while maintaining sharp attention to detail.

• Able to systematically gather information, seeks input from others, addresses root cause of issues, makes timely decisions.

• Dependability

• Strong dependability is required.

• Teamwork

• Consistently demonstrating teamwork is required.

• Directly contributes to a positive work environment by seeking solutions to challenges and avoiding unproductive distractions.

• Follows instructions, responds well to direction, and takes responsibility for own actions, and meets or exceeds departmental policies.

• Negotiating

• Working knowledge of negotiating skills is required.

• Deliver Results

• Demonstrate work standards, sense of urgency about results, do everything possible to meet customer needs and deadlines, persist in the face of repeated challenges and accept personal responsibility for delivering a customer experience that drives customer loyalty.

Benefits & Perks

• Medical, Dental & Vision benefits available the 1st month after hire

• Automatic enrollment into our 401k plan (subject to eligibility requirements)

• Virtual fitness classes offered company-wide

• Robust PTO offerings including: major holidays, vacation, sick, personal, & volunteer time

• Employee discounts with major providers (i.e. wireless, gym, car rental, etc.)

• Philanthropic support with both local and national organizations

• Fun culture with company-wide contests and prizes

Our Company & Purpose

FLEETCOR is a global leader in business payments, laser focused on developing smarter ways for businesses to pay their expenses. Since 2000, FLEETCOR has developed innovative digital solutions that help businesses better track, manage, and pay their expenses. Today, FLEETCOR is an S&P 500 company with hundreds of thousands of customers using our products in over 100 countries. Companies of all sizes, industries and geographies rely on our product portfolio to manage spending more quickly, efficiently and securely than ever before.

We embrace a culture grounded in five key values: integrity, collaboration, innovation, execution and people. These values offer you the opportunity to 'thrive & grow' through career development, volunteer, community, and wellness initiatives. This allows you to create a balance between professional goals and personal achievement.

FLEETCOR is also committed to building and nurturing a culture of diversity, inclusion, equality, and belonging by:

• Welcoming people of different backgrounds, cultures, ethnicities, genders, and sexual orientations;

• Empowering our people to share their experiences and ideas through open forums and individual conversations; and

• Valuing each person's unique perspectives and individual contributions.

Embracing diversity enables our people to "make the difference" as FLEETCOR and its more than 8,000 employees continue to shape the future of global payments. Learn more by visiting www.FLEETCOR.com or following FLEETCOR on LinkedIn.

Equal Opportunity/Affirmative Action Employer

FLEETCOR is an Equal Opportunity Employer. FLEETCOR provides equal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and/or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department.

For more information about our commitment to equal employment opportunity and pay transparency, please click the following links: EEO and Pay Transparency

#LI-AG1

#LI-Hybrid

#INDSS

Other details

• Job Family Account Management

• Pay Type Hourly

• Employment Indicator Employee

Apply Now

• Nashville, TN, USA