Lead Fleet Customer Advisor

$26.99 - $33.40 hourly
  • Salt Lake City Corporation
  • Salt Lake City, UT, USA
  • Mar 26, 2024
Full time Fleet Services

Job Description

Apply here

Under the direction of the Warehouse/Customer Service Manager, will lead the Fleet Customer Service Advisors to provide workflow planning to schedule all preventive maintenance and repair work for the shops. This position will act as a liaison between the customers, outside vendors and the mechanic shops. Lead Customer Advisors will plan and schedule work for the fleet shops, maintain other programs and processes in Fleet. This includes warranties, fuel program, Fleet loaner pool, and processes new fleet asset information. Uses fleet maintenance software for scheduling asset maintenance, generate work orders for repairs on vehicles and equipment. Maintains a shop dispatch system and workflow chart, communicates all information related to vehicle and equipment maintenance and repair requests.

Learn about Salt Lake City's benefits!

TYPICAL DUTIES:

  • Leads Customer Service team to provide exceptional customer service and maintains high customer satisfaction levels in stressful situations by skillfully addressing and resolving problems.

  • Answers questions regarding the status of vehicles in the shop and contacting customers when work is complete via phone or email.

  • Schedules all preventive maintenance and repair work required on all City vehicles and equipment and commits resources for emergency and unscheduled repairs. Uses scheduling to maximize the available hours to the fullest extent. Maintains communication with other City departments, equipment users and police officers to arrange for required maintenance or repair and equipment pick-up or delivery.

  • Enters new work order information into computer system and closes completed work orders including 201 requests from the Fire Department and night drops.  Reviews, closes, and adds charges to work orders and coordinates ordering any parts or services needed to complete work orders.

  • Reviews reported problems and/or requests for service on fleet equipment and makes preliminary determinations about the nature and extent of required repair. Obtains quotes from body shops if body work is needed.

  • Manages Fleet loaner pool program by tracking users and billing as appropriate. Pulls reports as necessary.     

  • Administers warranties on vehicles and submits claims to appropriate company.

  • Reviews all “Purchasing Card” purchases, assigns cost center to each purchase, collects and maintains the backup documentation as required, and signs off on all purchases.

  • May be required to obtain a “Purchasing Card” to pay invoices following purchasing guidelines.

  • Records vehicles daily in Fleet lot and reminds customers when their vehicle is ready for pick up.

  • Adds employee biometric and vehicle data into database and assign keys to tracking tags.

  • Maintains employees and vehicles in Fuel Force system.

  • Answers telephones and responds to requests as efficiently as possible.

  • Coordinates pick-up or delivery of vehicles requiring service or repairs at outside vendor repairs shops.

  • On a scheduled or requested basis, use computer programs to produce maintenance history reports, schedules or other information required by the fleet managers or other fleet personnel.

  • Acts as customer service contact for Fleet Management, City customers and outside vendors, working as a team to accomplish daily goals.  Maintains high customer satisfaction levels in stressful situations, by skillfully addressing and resolving recurrent problems.

  • Continuously improves service processes to increase customer satisfaction.

  • Performs other related duties as assigned.

MINIMUM QUALIFICATIONS:

  • High School Diploma or GED equivalent graduation certificate.

  • Four (4) years of experience in automotive retail, auto mechanic, and/or automotive customer service.  

  • One (1) year of lead or supervisory, or equivalency of lead or supervisory experience.

  • Possession of a valid Driver License or the ability to obtain within six (6) months of hire

  • Knowledge of heavy and light fleet vehicles and specialized equipment and their uses functions and capabilities.

  • Ability to communicate with people effectively and professionally in both oral and written form.

  • Ability to keep accurate records and make timely reports as required.

  • Ability to perform basic computer skills to maintain service and repair records on motive and non-motive equipment. This may include Microsoft Office Suite, Outlook, Excel spread sheets, and database applications.

  • Understand and communicate customer service complaints and ability to assign repair codes, interface with Fleet Management Information Computer Software System.

  • Proven ability to manage multiple task situations in a calm and professional manner.

WORKING CONDITIONS:

  • Moderate physical effort. Ability to walk, stand, sit for up to 10 hours.

  • Ability to lift and/or carry up to 40lbs.

  • Uncomfortable working conditions due to dirty equipment, loud noises, heat, dust, weather, and fumes associated with fleet maintenance activity.

  • Intermittent exposure to stressful situations as a result of human behavior.