Element employees make a difference in the lives of others every day. We are re-defining the fleet management industry to be people first, then business - delivering on our promise of a superior client experience. This takes hard work and innovation, and we need more like-minded people on our team.

What We Need

We are Looking for a Client Services Representative to join Element Fleet Management. As the largest pure-play fleet manager in the world, we provide unmatched products and services and solutions to our clients. At Element, employees play a critical role in delivering value to clients and ensuring an exceptional client experience. We are committed to the success of our clients, employees, and investors by fostering a culture where every employee can make a difference!

Are you:

• Customer focused and team oriented with the ability to work efficiently and independently within an assigned team?

• Able to balance day-to-day claim workflow responsibilities with customer needs and escalations?

The Client Services Representative provides support as needed, owning the resolution of any issues the customer may encounter with collision.

A Day in the Life

• Obtain repair and supplement decisions from customers, Client Service Alerts, and text alerts from clients

• Address customer emails/requests, own claim escalations from customer and account managementand beingavailable on the Client Services phone line

• Assist with general repair management workflow, or on the repair management phone line based on volume & business need

• Comprehensive working knowledge of collision workflow, completing all 360 actions and alerts (internal and external) in a timelymanner, inaccordancewith CEI's downtime management requirements

• Maintain customer service standards and customer retention skills

• Professional phone etiquette on all external customer calls, along with internal calls via the CST pilot line

• Ensure documented customer instructions and parameters are current and accessible

• Review daily claim reports to ensure claim data is accurate

• Manage customer deductible program if applicable

• Ability to review estimates and photos, against the claim escalating to Quality Control (QC) where applicable

• Complete warranty forms and check request as necessary

• Open full FNOL and take claim through assign vendor, rental, etc. when the need arises

• Field questions from other departments regarding specific or general operational claim guidelines

• Provide support training for the customer in CEI's external collision application, ExpressLane as needed

Requirements

• High School diploma or equivalent

• 1 - 3 years' experience in a customer service professional role

• Excellent verbal, written and listening communication skills

• Analytical and critical thinking skills to problem solve

• Excellent time management skills

• Computer skills: Microsoft Office Suite (Word, Outlook, Excel)

• Professional demeanor; ability to work with many personalities from many geographic regions

• Ability to deal with a diverse group of important external contacts at all levels of the organization

• Commitment to provide exceptional customer service to clients and their drivers

• Ability to multi-task including handling several issues or problems during a workday; judgment to plan, prioritize and organize varied workload

• Attention to detail and ability to retain and follow instructions

• Team oriented approach both inside and outside of department

What's in it for You
* A culture of innovation, empowerment, decision-making, and accountability
* Comprehensive health and welfare benefits that serve the needs of you and your family and foster a culture of wellness
* Additional benefits and amenities, including paid time-off programs (vacation, sick leave, and holidays)
* Hybrid work environment for most positions

Applicants will be required to undergo a background check only if and after a conditional offer of employment has been extended.

Element Fleet Management and its wholly owned subsidiaries are an equal opportunity employer committed to diversity, equity, inclusion, and belonging. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, gender identity, age, sex, sexual orientation, disability, national origin, Aboriginal/Native American status, protected veterans' status or any other legally-protected factors. Disability-related accommodations during the application and interview process are available upon request. Should you require an accommodation with our hiring process please send an email to or call (800) 665-9744.Element Fleet Management and its wholly owned subsidiaries are an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, gender identity, age, sex, sexual orientation, disability, national origin, Aboriginal/Native American status, protected veterans’ status or any other legally-protected factors.