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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