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Company Contact Info

  • 1278 Hooksett Road
    Hooksett, NH 03106
  • Brenda Kelley

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Client Service Specialist

Merchants Fleet • Hooksett, NH

Posted 1 month ago

Job Snapshot

Banking - Financial Services

Job Description

Purpose:  The Client Service Specialist is responsible for the management of a portfolio of clients and is required to cultivate/sustain long term working relationships. Position provides superior customer service and support to >2500 units. 


  • Provide support to multiple high priority accounts within the Merchants Portfolio, ensuring all requests and timelines are precisely managed to drive exceptional customer service.
  • Manage, nurture and develop client relationships, effectively resolve client concerns and provide pro-active client support.
  • Possess and utilize in depth knowledge of all leasing programs, service offerings, workflow and processes in day to day interactions.
  • Thrive in a fast paced, customer oriented business with consultative knowledge of lease financial and fleet management expertise. 
  • Utilize CRM software to document, manage and track client support and vehicle transactions.
  • Expand the volume of business with assigned accounts and promote the use by clients of fee generating programs not utilized.
  • Effectively utilize TotalView in the client’s day to day support and where applicable, expand the client’s utilization.
  • Maintain and build strong foundational understand of vehicle and upfit specifications, assist in the coordination of client requested vehicle locates.
  • Prepare and participate in client visits and presentations
  • Assist Sales Executives in managing client meetings, and special projects as assigned to fulfill client expectations.
  • Partner with Client Service Team Leadership and Strategic Consulting Services to deliver all reporting, financial and account review requests.
  • Maintain and build strong working relationships with peers and managers throughout Merchants.
  • Collaborate with team members from across the organization to drive all client deliverables
  • Act as a liaison between sales and clients with all Merchants departments
  • Fulfill the Mission and Values of the organization.
  • Recommend improved processes to fulfill the goals of the Client Service Team 

Job Requirements


  • Excellent organizational skills and strong attention to detail ability to focus on accuracy
  • Outstanding customer service abilities to include professional phone manner
  • Ability to prioritize work and multi task
  • Excellent written and verbal communication skills - able to effectively communicate with a wide range of client contacts from clerical to Executive level
  • Proven track record of problem resolution and decision making
  • Computer skills to include word processing, excel, outlook and internet
  • High energy, as well as a pleasant and professional demeanor
  • Ability to work as part of a team while accomplishing departmental and company goals
  • Travel to client sites for "in person" visits in nurturing client relationships
  • Previous experience in the vehicle purchasing/leasing desired, but not required
  • Previous experience in a Customer Service environment - minimum of 5 years’ experience
  • Previous experience with CSM software as well as Client Portal
  • Proven track record and comfort level working in a fast pace environment
  • Super-user of Microsoft Office, Lease Account Summary, and Leasewave
  • Must be able to work overtime as required
  • Education level: Minimum of a 4-year Bachelor’s Degree
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