Account Representative

Account Representative

Position Summary

The Account Representative owns the customer relationship from first contact until the vehicle physically arrives at the shop. At that point, ongoing status communication transfers to the assigned Service or Collision team member. The role also coordinates new-customer appointments for the Regional Sales Manager and the leadership team.

Key Responsibilities

• Serve as the primary point of contact for customers and their vehicles from initial contact until arrival at the shop, then hand off ongoing status updates to the assigned Service or Collision team member
• Coordinate newcustomer appointments for the Regional Sales Manager and the leadership team
• Field and log inbound customer calls and emails before shop arrival, routing servicerelated questions to the appropriate shop contact
• Keep customer and vehicle intake notes in ProfitNet accurate and current so Service/Collision has everything needed at handoff
• Keep HubSpot up to date with customer, contact, and lead information
• Track fleet and multivehicle accounts as a group so no vehicle in the account is missed
• Follow up on estimate approvals and customer signoff before the vehicle arrives
• Handle customer disputes and comebacks (warranty comebacks, dissatisfaction, disputed charges) through to resolution, documenting outcomes
• Follow up after job completion to confirm satisfaction and identify repeatbusiness and referral opportunities
• Provide weekly reporting to management on appointments set, comebacks handled, and disputes resolved
• Arrange backup coverage for customer calls when out of the office
• Support light administrative work: invoice questions, insurance and warranty paperwork status, and certificate of insurance requests

Qualifications

• 2+ years in customer service, account management, or a service advisor role (automotive, fleet, or trucking industry preferred)
• Strong phone and written communication skills; comfortable delivering both good and bad repairstatus news
• Basic familiarity with vehicle repair terminology, or willingness to learn shop workflow quickly
• Organized and detailoriented, able to manage multiple open customer files at once
• Comfortable with shop management software (ProfitNet) and CRM and scheduling tools (HubSpot experience a plus)
• Team player who works well with service writers, estimators, and regional sales
• High school diploma or equivalent required; associate's degree a plus

What We Offer

• Competitive base pay plus performance incentives for new accounts, repeat business, and referrals
• A steady flow of warm leads from established fleet and commercial customers
• Direct access to the Regional Sales Manager and leadership team
• Training in ProfitNet and HubSpot to manage your pipeline and accounts
• A clear path into account management and outside sales roles
• Stable schedule and longterm growth potential

Why This Role Works

This isn’t just answering phones. It’s a chance to:

• Own customer relationships from first contact and turn them into longterm accounts
• Grow fleet accounts by uncovering repeatbusiness and referral opportunities
• See the direct impact of your work on the company’s growth
• Be part of a team that values quality and safety
• Build your sales career with clear advancement opportunities

Equal Opportunity Employer

True North Fleet Services is an equal opportunity employer and is committed to creating an inclusive environment for all employees.

About Pennfleet Corp

True North Fleet Services, with trusted partner PennFleet, is a national platform of premier fleet maintenance and repair providers, united by a shared commitment to operational excellence, reliability, and service innovation. Our platform brings together best-in-class, founder-led businesses to deliver comprehensive fleet repair and services across the country. By investing in people, technology, and process discipline, we empower our partners to scale while preserving the local trust and integrity they've built over decades. At True North, we’re building a platform that keeps America’s fleets Road Ready and ensures our customers have complete satisfaction. For more information, please visit www.truenorthfleetservices.com