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  • 1278 Hooksett Road
    Hooksett, NH 03106

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Automotive Customer Support Specialist

Merchants Fleet • Hooksett, NH

Posted 10 days ago

Job Snapshot

Accounting - Finance
Customer Service

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Job Description

Purpose: Position provides support to Merchants Fleet Management Drivers and Fleet Managers. Primary focus is to provide responsiveness and problem resolution in all Fleet Management areas that directly impact the driver. 

Key Responsibilities:

  • Support incoming/outgoing calls/emails/live chat pertaining to questions on Merchants leased vehicles and all enrolled services
  • Administer client fleet policy in an efficient and professional manner
  • Stay abreast of the status of client fleet policy and company relations as well as automotive industry news to problem-solve and consult with the client
  • Drive client retention by offering solutions to callers by encouraging and supporting fleet services usage
  • Timely fulfillment and follow through of all driver/FM related transactional duties to meet Service Level Agreements – including but not limited to fuel, personal use, roadside, coordination of rental vehicles and glass claims
  • Work in collaboration with internal and external partners to provide world-class customer service
  • Instill confidence in the client in their choice of Merchants as their Fleet Management vendor
  • Utilize CRM software to document, manage and track client support and transactions
  • Thrive in a fast paced, customer oriented business with consultative knowledge of lease and fleet
  • Demonstrate mastery in” TotalView” driver/FM capabilities and as an internal resource
  • Demonstrate mastery in all Driver/FM related Fleet Services, best practices, business policy, resources and resolution procedures
  • Support the Mission, Values and Vision of the Fleet Management division
  • Support the Client Service team in times where additional administrative support is needed to fulfill Merchants Fleet Management Strategic Initiatives
  • Work with CST leadership to ensure delivery of internal and external customer objectives
  • Provide support to ownership and leadership when requested
  • Supporting the TotalView (in house/client facing database) initiative
  • Other special projects or duties as determined by department management

Job Requirements


  • Flexibility in scheduling to support Merchants Fleet Management drivers and call volume
  • Excellent organizational skills and strong attention to detail with ability to focus on accuracy
  • Outstanding customer service skills manner and ability to maintain a high level of quality
  • Ability to think quickly to handle unique situations that may be encountered
  • Ability to stay calm under pressure in a fast-paced environment
  • Must be able to manage stress levels during high volume periods and adapt to various styles
  • Ability to prioritize work and multi task effectively
  • Excellent written and verbal communication skills - able to effectively communicate with a wide range of client contacts from clerical to Executive level
  • Ability to work as part of a team and provide support to departmental and company goals
  • Ability to remain professional when faced with confidential or sensitive information
  • Proven track record with minimum 4 years Customer Service/Call Center Experience
  • Proficient in Microsoft Office suite

Education: Minimum of an Associate’s Degree of equivalent of industry/customer service experience preferred

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