Client Administrator FAP

Job Description

Job Description

Job Purpose :

The CSR, FAP Client Administrator is responsible for acting as the Fleet Manager for their assigned accounts. The CSR is responsible for acting as a liaison between their assigned client account contacts and ARI, coordinating problem resolution, managing the day-to-day requirements of the account and providing proactive recommendations. The CSR is expected to consistently deliver high quality customer service in a courteous and professional manner while acting in the best interest of all parties.

Essential Functions :

Holds responsibility for the success of the day- to-day interaction within their assigned client portfolio

Act as the Fleet Manager for your assigned accounts which requires a thorough understanding of your clients’ culture, contracts, policies and needs

Interact with the AM, SM, other ARI departments as well as external parties to respond to client inquiries, resolve issues and complete projects according to set deadlines

Proactively maintain and update client parameters / profiles

Selector building, including concession negotiations, vehicle recommendations, vehicle pricing, client approval and order placing

Build and analyze reports based on clients’ needs in order to make appropriate recommendations to clients on all aspects of Fleet Management

Run regular monthly proactive reports to identify and resolve potential issues before they arise

Work on all relevant ARI systems, maintaining a current understanding of each, and adapting to system changes

Beware of potential problems and work to resolve them; escalate to the appropriate internal parties

Exercise time management and priority setting practices; escalate potential scheduling or workload conflicts and demands

Knowledge & Skills :

Excellent customer service, interpersonal and communication skills

Ability to prioritize and organize multiple tasks as well as work under pressure to meet deadlines

Exercise problem resolution techniques to handle internal and external issues

Computer literate; strong MS Word and Excel skills are a must

Strong attention to detail and accuracy is a must

Demonstrated ability to work both independently and as part of a team

Highly motivated and self-directed

Can adapt quickly to situations

Exercise professionalism and good judgment

Positive outlook and results-oriented

Other Requirements :

University degree or post-secondary diploma / certificate an asset

3 to 5 years direct customer service experience, preferably in the fleet industry

Attend corporate / industry sponsored events, client meetings and participate in the preparation as well as presentation of customer reviews where required to support the Account Manager (AM), Sales Manager (SM) or Senior Management

Maintain an understanding of ARI systems, services, departmental policies and goals

Bilingual position must read, speak and write French fluently

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