Description

SUMMARY

The Customer Relations/Fleet Assistant will be responsible for receiving, assessing and professionally and appropriately responding to customer relations claims. This person is responsible for reviewing customer concerns and recommending compensation when appropriate. This position is also responsible for accurate tracking of compensation and claims relating to customer relations. The objective of this position is to connect with customers one on one with the goal of retaining them as a customer while making sound decisions for the business. The position is also responsible for reading, researching and responding to online reviews.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Determine and request compensation when applicable.
• Quickly create a direct one to one interaction creating a connection with the customer.
• Read, research and appropriately respond to online reviews.
• Maintain Gift Certificate Tracking Log.
• Process Small Claims Court Filings including customer contact, correspondence, and resolution.
• Accurately maintain the Customer Relations Log System.
• Process claims, determine compensation and draft response letters to Attorney General.
• Process claims, determine compensation and draft response letters to the BBB.
• Assist Dealers and Hub Managers with compensation upon customer return.
• Review TA Logs related to customer concerns.
• Contact customers and process refunds as offered through charge back to obtain signed release from the customer.
• Track communications relating to Customer Relations Submissions.
• Assist International Customer Relations with any questions or concerns.
• Maintain a neat and organized work area.
• Perform other tasks as assigned.

COMPETENCIES

To perform the job successfully, an individual should demonstrate the following competencies:

• Continuous Learning - Assesses own strengths and weaknesses; seeks feedback to improve performance; shares expertise with others.
• Job Knowledge - Competent in required job skills and knowledge; keeps abreast of current developments; requires minimal supervision.
• Communications Exhibits excellent oral and written communication skills, able to communicate with supervisor, dealers, vendors, co-workers and customers when applicable.
• Attention to Detail Recognizes that even small inaccuracies add up quickly. Demonstrates willingness to take time necessary to follow instructions precisely.
• Teamwork - Gives and welcomes feedback; able to work well with others; supports everyone's efforts to succeed.
• Quality Management - Demonstrates accuracy and thoroughness.
• Ethics - Works with integrity and principles; upholds organizational values.
• Adaptability - Able to deal with frequent change, delays, or unexpected events.
• Dependability - Commits to long hours of work when necessary to reach goals. This may include nights and weekends.
• Professional appearance - displays good personal grooming and adherence to company protocol

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:

Education and/or Experience

High School or equivalent diploma required; Bachelor's degree from four-year College or university is desired; prior related work experience desired. Ability to type with speed and accuracy is required. Proficiency in Microsoft Office products (Access, Excel, Word) is desired.

Physical Demands

While performing the duties of this Job, the employee is regularly required to sit, talk or hear and use hands to handle, feel, or type. The employee is occasionally required to stand; walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.

Work Environment

Working conditions are normal for an office environment.

Acknowledgements

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change, i.e., emergencies, changes in personnel, workload, rush jobs, or technological developments.

It is the Companys intent that this Job Description comply with all applicable local and state laws and regulations. Cruise America will not enforce any portion of this Job Description to the extent that it conflicts with any local or state laws or regulations.

Qualifications