Responsible for the day-to-day interaction with Donlen’s Account Manager customers to answer questions, resolve issues, and order vehicles with a focus on building a positive customer relationship. The Account Manager is the liaison between the customer and Donlen’s operational departments. Customers normally have a dedicated fleet manager and may have extensive knowledge of the fleet industry.
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.
Provide Account Management support to a portfolio consisting of customers with fleets under 150 vehicles.
Detailed involvement in the set up process, interacting with all functional areas of Donlen Corporation on behalf of the customers.
Incoming and outgoing communication with accounts relative to relationship building and problem resolution. Interaction will be with dedicated accounts and as a back up for other Account Managers.
Desire to service customers, including understanding the nature of customer inquiries, determining next steps, and pursuing issues to successful and prompt completion.
Work with Sales/Account Executives to deliver the highest level of customer satisfaction, assist in promoting ancillary services, and make presentations to customers and prospects.
Scheduled visits to customers. Some travel required in and out of state.
Generate key reports/data files. Analyze data and provide overall review of Donlen programs.
Coordinate establishing vehicle selectors with customers.
Achieve minimum performance standards as outlined in the Customer Service
Matrix specific to answering incoming calls & making proactive outbound calls, escalation, availability, time to assign and issue resolution.
Utilize Fleetweb, CARE, Outlook and other department tools.
Strong problem solving skills and ability to interact with all Donlen operating departments to successfully resolve customer issues.
Complete customer requests for factory orders, out of stock vehicles, driver data changes, and requested reports
Offer ways to help reduce operating costs by benchmarking against other like fleets.
Understanding process and procedures of Donlen operational departments.
Understanding customer’s profile including unique service requirements, expectations & business/industry segment
Provide support to customer fleet managers by acting as the Single Point of Contact (SPC) to ensure delivery of effective customer service.
Help customers’s familiarize themselves with Donlen’s technology via Webinar training
Proactive communications to customers regarding all aspects of their fleet
Handle Buy-outs – existing customers.
Obtain annual financials as needed
Assist in the training of new Account Managers
Obtain copy of current Insurance certificates as needed
Obtain yearly Volume Incentive Program
Ability to quickly and effectively prioritize workload throughout the day based on requests for service.
Ability to work independently and with minimal supervision.
Bachelors degree or equivalent preferred
Minimum 2 years in the fleet industry required
Minimum 2 years in customer service preferred
Basic aptitude of the Microsoft Office applications – Word, Excel, Outlook required
Combination of teamwork and independence. In this role, you will be a part of a customer service team, yet you will be asked to work independently to accomplish your tasks as well.
Must be able to accurately type at least 50 words per minute.
Ability to read and comprehend instructions, effectively present information to customers and other employees. Must have exceptional phone and written communication skills. Must be able to demonstrate these skills on a daily basis
Intermediate math skills to calculate interest, percentages, depreciation rates, discounts and provide vehicle quotations.
Ability to provide sound problem solving, analysis and critical thinking.
Donlen is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.
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