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Job Location US-IL-Itasca
Status Non-Exempt
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Type Regular Full-Time
SUMMARY
EMKAY Client Support Specialists are our customers’ go-to resource for day-to-day assistance with all of their fleet needs. These individuals interact with both customers and EMKAY employees on a constant basis in order to accomplish the tasks at hand. It is essential for this individual to work well with others while also being able to own the process from start to finish. Client Support Specialists are typically the first point of contact for our clients when issues arise, making it a vital position that requires professionalism, patience, and a proactive mindset.
ESSENTIAL FUNCTIONS
*Subject to change based on department and corporate needs.
–Provide customer service to clients, vendors, and EMKAY employees using a professional, pleasant, and articulate manner of communication
–Act as liaison to accurately and quickly resolve client requests regarding titling and registration, maintenance, accident management, fuel, billing, and vehicle remarketing
–Ability to interpret and explain EMKAY processes to clients
–Develop and maintain a good working relationship with all operating department staff
–Generate and explain standard and customized reports via the EMKAY website
–Assist Account Managers with calculating lease charges based on such factors as length of contract, interest, cost of vehicle, upfitting, anticipated mileage, and applicable taxes
–Employee must be able to demonstrate the use and benefits of the EMKAY Website and mobile applications to clients
–Critical Thinking is required. Decisions made in this role can have a significant financial impact on both EMKAY and the customer.
–Assist customers with determining the ideal vehicles for their specific needs
–Attend manufacturer trade shows, departmental meetings, and EMKAY presentations to a visiting client at our Corporate Headquarters
–Employee may be asked to participate in client visits that require travel
–The average per-employee transaction rate is 6,000 customer inquiries per year
–Must be able to effectively present information to clients and EMKAY employees
GENERAL DUTIES AND RESPONSIBILITIES
–To provide superior customer service, the employee must be a self starter, a problem solver and willing to work in a fast paced environment
–Operate general office equipment such as computers, scanners, calculators, fax and photocopy machines
–Cross-train to perform duties in a backup role for other CSS department personnel and in turn will cross train other employees as a backup for own job duties
–Must have strong decision making abilities while discerning issues that need to be referred to a supervisor for further action
–Ability to ensure all correspondences are EMKAY compliant as outlined in our Marketing Guideline and posted on the intranet
–Willingness to perform other special projects and duties as assigned by management
COMPETENCIES
–Strong verbal and written communication skills
–Ability to work without constant supervision
–Extremely detail oriented and well organized
–Ability to multitask and prioritize work duties
–Research and problem solving skills
–Ability to anticipate, recognize, and define problems while formulating solutions
–General arithmetic skills
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each of the aforementioned duties satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required:
The ideal candidate will be extremely detail oriented, well organized, and able to learn how to prioritize work duties. They will also be very reliable and a self-starter who can work with minimal direction. This position requires processing large quantities of work in an error free environment. Computer training or experience with a P/C is required. Must know, or be willing to learn, how to work with Microsoft Excel spreadsheets and word processing. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Foreign language skills are a plus.
EDUCATION and/or EXPERIENCE
–Minimum of a four year college degree or equivalent work experience
–Prior automotive, fleet leasing, office, and customer service experience is a plus
–Experience with Microsoft Office, especially with Excel and Word
CERTIFICATES, LICENSES, REGISTRATIONS
None
HOURS AND WORK SCHEDULE
This position is nonexempt and qualifies for overtime pay for hours worked in excess of forty hours per week. The work schedule would be Monday through Friday at one of the following schedules: 7:15am to 4:00pm; 8:15am to 5:00pm; or 9:15am to 6:00pm, with a predetermined 45 minute lunch period. The work schedule may be subject to revision depending upon Departmental needs. The position requires an exemplary record of attendance and punctuality on the part of the employee.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to remain in a stationary position throughout the majority of the day. Consistently operates a computer and general office equipment. The person in the position frequently communicates in-person and via telephone in order to complete job requirements. The employee frequently moves materials that weigh up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
CORPORATE POLICIES
Adherence to all corporate policies outlined in the Employee Handbook, including the following corporate policies:
–Harassment
–Business Ethics of Conduct
–Conflicts of Interest
–Dress Code
–Attendance
–Privacy Statement
–Marketing Guideline
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment of a modern business office building is usually low.
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