Customer Service Rep Intermediate

How to Apply

A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.

Job Summary The University of Michigan Logistics, Transportation & Parking (LTP) is seeking a Customer Service Representative within the Fleet Services Office.

This position is often the first connection and experience with LTP Fleet Services and exceptional customer service is essential. The candidate must adhere to a high standard of personal and professional conduct, and possess a dedication to excellent customer service, interpersonal skills and an ability to interact with a diverse customer population.

Responsibilities*

• Monitor, track usage, and fuel levels, order fuel for the campus fuel sites and coordinate deliveries with suppliers.
• Oversee office supply inventory and order supplies, distribute mail, and liaison with the print/copier/fax supplier for supplies and maintenance for the Fleet Services Office.
• Process and notify fleet customers of all parking, toll, and violations issued to fleet vehicles.
• Process all accident and insurance claims for fleet vehicles.
• Audit and process maintenance work orders from the Fleet Garage.
• Process, track, and notify customers of lost and found items left in fleet rental vehicles.
• Audit and process supplier statements of accounts.
• Process manufacturer vehicle recalls
• Issue daily rental, loaner, and temporary lease vehicle requests from a fleet of approximately 150 vehicles using Agile Fleet software.
• Coordinate vehicle readiness with Fleet Garage and service station staff to ensure a clean, safe, and dependable vehicle is issued.
• Assist customers via online requests, phone, email, and in-person interactions.
• Provide exceptional service & build rapport with customers from all backgrounds and across all levels at the University.
• Answer questions related to LTP operations including but not limited to vehicle and operator use, licensure, parking, maintenance schedule, fuel operations, policies, procedures, and billing.
• Additional tasks that leadership may assign.

Required Qualifications*

• High school diploma
• Minimum of three years professional experience to include customer service experience.
• Experience to include working knowledge of Microsoft Office (Word, Excel, Access, PowerPoint)
• Excellent phone demeanor with the ability to speak in a clear, professional, and courteous manner, along with the ability to think on your feet.
• Excellent written and oral communication skills while responding to customers expediently and accurately.
• Ability to listen attentively without interruption, convey understanding and follow through on commitment.
• Attention to detail, as well as sound judgment, adaptability, flexibility and the ability to problem-solve effectively within appropriate guidelines and parameters.
• Highly developed organizational skills, along with experience and competence with utilizing and leveraging technology.
• Be an active team player with the ability to work independently.
• Possess strong prioritization skills, and the ability to handle multiple responsibilities in a fast-paced environment while demonstrating problem-solving skills both individually and collaboratively.
• Ability and willingness to learn quickly, adapt to changes and troubleshoot/foresee potential problems.
• Communicate respectfully with coworkers.

Desired Qualifications*

• Knowledge of University of Michigan and LTP services, such as fleet, bus routes, parking, etc.
• Working knowledge of relational database software systems, such as AssetWorks Fleet & Fuel Focus and Agile Fleet.
• Strong knowledge and functional use of Google, including email, drive, etc.
• College degree in business, marketing, transportation, or related field.
• Knowledge of University policies and procedures.

Modes of Work

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

Work Schedule

Full time 40 hours per week position with work hours Monday - Friday from 8:00 am - 5:00 pm.

Additional Information

F&O is a positive organization dedicated to the principles of being respectful, collaborative, solutions-based, and proactive.

Background Screening

The University of Michigan conducts background checks on all job candidates upon acceptance of a contingent offer and may use a third party administrator to conduct background checks. Background checks are performed in compliance with the Fair Credit Reporting Act.

Application Deadline

Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.

U-M EEO Statement

The University of Michigan is an Equal Opportunity Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants, including protected veterans and individuals with disabilities.