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• Addresses driver and client inquiries and product related calls, emails and chats, both directly and through transfers from the Account Management team.

• Identifies user needs and strives ensure customers are proficient in eDriving tools, applying problem-solving and interpersonal skills.

• Addresses client concerns in a timely manner, with follow-up when appropriate.

• Conducts data entry, audits, reporting, and compliance related to drivers and fleet accounts.

• Proactively develops relationships with clients and provides customer service support as needed.

• Contributes to customer retention by developing strong relationships with key decision makers and users within an organization.

• Proactively conducts account reviews with fleet customers on a regular basis, reviewing service needs and usage trends.

• Provides Product Management team with customer feedback on product issues and improvements needed.

• Uses multi-lingual skills to support translation and client services, within and outside of the CS department.

• May perform other duties as assigned or as they become apparent, necessary, or helpful. This list is intended to be fluid and may not contain all activities, duties or responsibilities that are required of an eDriving team member.

• Education: High-school diploma, GED, AA degree or equivalent. Bachelor’s in business or related degree preferred.

Experience:

• 1-2 years of administrative and/or customer service experience, with proven experience interacting effectively with customers of varying levels of technical aptitude.

• Experience of excellent client account handling, and a natural ability to, build rapport and a friendly and helpful manner across all lines of communication, face-to-face, phone, email and online chat

• Previous experience within a service help desk environment and use of a ticketing system is an advantage.

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