Driver Care Coordinator Job at LeasePlan
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!
Essential Functions
- Answer driver phone calls promptly. Each coordinator contributes to the team by answering the phones in a timely manner with minimal amount of time away from their work station.
- Reply to and resolve email requests from drivers as assigned.
- Answer driver questions based on the specific client policies and procedures by using the Client Management Tool.
- Manage Salesforce cases created with a focus on First Contact Resolution with a goal of 80% FCR or higher.
- Assist drivers with the all questions or issues related to their company vehicle.
- Assist drivers with placing vehicle orders when applicable.
- Create cases for all driver contacts via phone or email. Case to contact to be at 95% or higher.
- Maintain the highest level of quality in your interactions with customers through phone, case creation and resolution path. QA expectation of 96% of higher.
- Ability to work a flexible daily scheduled that includes break and lunch hour changes as needed by the business to maintain service levels.
- The ability to learn and work in multiple systems using multiple monitors in order to expedite resolution for customer.
- Other duties assigned to ensure overall departmental efficiency.
Other Duties
- Assist Manager - Driver Care, Driver Care Team, Customer Care Team, administrators and/or Client Experience Managers with tasks and/or other projects as assigned.
- Other duties and responsibilities as assigned by Manager - Driver Care.
Competencies
- Demonstrates flexibility, creativity, and resourcefulness.
- Acts decisively, practices active listening skills in order to solve customer requests and successfully negotiates customer resolutions.
- Acts with a sense of urgency and works independently to ensure customer satisfaction.
- Shows technical proficiency, critically analyzes information and works effectively with up to 8 systems.
- Effectively manages and uses time while juggling competing priorities; is organized, structured, thorough, and accurate.
Job Specifications
Leadership Responsibility: This position has no leadership responsibilities.
Work Environment: This position is flexible work from home position which may require up to 16 hours a week reporting to Alpharetta, GA office. Work space should accomodate a professional office environment.
Position Type/Standard Schedule: This is a Full-time position and hours of work are Monday through Friday; 11:00 a.m. to 8:00 p.m.
Travel: <10% as business dictates
Education & Experience
- Degree in Business or related Client service, customer service contact center, fleet, or automotive field preferred.
- High school Diploma and equivalent experience also considered.
- Automotive background preferred but not required. Previous customer service experience needed.
- Strong analytical, customer service, interpersonal, negotiation and communication (verbal, written) skills.
- Computer knowledge required and ability to coordinate several projects and use time wisely.
Disclaimer
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.
Why LeasePlan?
LeasePlan is a global leader in Car-as-a-Service, with approximately 1.9 million vehicles under management in 29 countries. LeasePlan purchases, funds and manages new vehicles for its customers, providing a complete end-to-end service for a typical contract duration of three to four years. Through our NextGen Digital strategy, we are transforming from an analogue into a fully digitally-enabled business, delivering digital services at digital cost.
With over 55 years’ experience, LeasePlan's mission is to provide what’s next in sustainable mobility so our customers can focus on what's next for them. We aim to build an ethical, inclusive, and progressive culture in which people can thrive and be themselves regardless of their race, nationality, gender, age, disability, sexual orientation etc.
If you’d like to learn more about our culture, DE&I journey and our way of working, please find out more in our
sustainability section
and our latest
Annual Report
.
Follow @NextGenLeasePlan on Instagram and LeasePlan on LinkedIn to check out what LeasePlanners are up to everyday!
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