FleetPride

Manager

• Provide leadership to multiple service managers in their assigned area and motivate personnel to meet or exceed the annual EBITA, sales budgets and KPI goals
• Drive and implement standard practices and procedures at assigned service center locations
• Ensure all required training is completed in a timely manner in their responsible area
• Communicate with direct reports regularly to ensure procedures are followed, new approved methods or procedures are known and carried out on a timely basis
• Visit each branch location regularly, focusing on bottom performing branches
• Review financial results of all branches in the assigned area monthly
• Approve expenses up to budget limits

Service Area Manager

Customer Support

• Provide service to customers by phone or in person through sales of heavy-duty parts in accordance with identified customer needs and availability of parts in order to make a profit for FleetPride.
• Answer telephones, receive emergency and non-emergency phone calls, record application information, direct calls, and take messages.
• Enter data in the computer system and maintain logs and records of calls, activities, and other information.
• Prioritize calls according to urgency and importance.
• Managing multiple breakdown situations on a daily basis.
• Understanding and providing an appropriate estimated time of arrival.
• Determine the status of the customer account and any payment needs prior to scheduling the work.
• Obtain authorization for all credit card payments and process credit card and charge account payments.
• Monitor the route and location of drivers to coordinate and prioritize their schedule.
• Coordinate road call requirements with appropriate teams and/or drivers all pertinent information to complete their road service request, issue miscellaneous purchase orders and make all required arrangements to facilitate the road call; complete follow up to be sure work is performed in a timely manner; follow up with customers to ensure satisfaction and locate additional service and repair opportunities.
• Communicate with customers, employees, and other individuals to answer questions, explain information relative to repairs being performed, schedule repairs, and address complaints.
• Estimate, schedule, prepare, and invoice repairs in a knowledgeable manner, open repair orders, reports, memos, letters, and other documents, using Google Sheets, Excel spreadsheets. Billing/Data entry for third-party vendors – prompt and accurate keying of information.
• Fast, accurate typing with experience in data entry. incoming correspondence, including faxes and email.
• Initiate activities to stay busy and productive during downtime. Respond to internal inquiries in a timely manner. Support Customer Success Manager and Technicians with daily needs. Participate in on-call or after-hours coverage as needed. Maintain a clean and organized office area. Other duties as assigned.

Service Area Manager

Customer Service Representative