Call Center Representative

Job Description

Job Description

Join the Fleet Response Team

Fleet Response is committed to providing innovative, customer-focused fleet management solutions while maintaining the highest standards of professionalism, integrity, and partnership. As a family-owned organization, we believe our success is built on strong relationships—with our clients, our communities, and one another. Our culture is rooted in trust, collaboration, diversity, equity, inclusion, and continuous improvement.

Recognized as one of Northeast Ohio's Top Workplaces, Fleet Response offers workplace flexibility, opportunities for career advancement, and a supportive, team-oriented environment where employees are empowered to grow and make a meaningful impact.

Fleet Response specializes in providing claims management, accident management, subrogation, driver safety, and technology-driven solutions for organizations that self-insure their vehicle fleets. Built on an insurance foundation with a customer-first approach, we help clients reduce costs, minimize vehicle downtime, and improve overall fleet performance.

Fleet Response is seeking a qualified Call Center Representative to join our team. This position is based out of our corporate office in Hudson, Ohio, with hybrid work opportunities available following successful completion of the initial training period.

The Call Center Representative serves as the first point of contact for clients, drivers, vendors, and business partners by providing professional customer service and coordinating accident-related support. This role is responsible for gathering accurate First Notice of Loss information, assisting with rental vehicles, roadside assistance, glass claims, and towing services, and directing callers to the appropriate department when additional assistance is needed.

The Call Center Representative accurately documents customer interactions, coordinates services according to established client parameters, and helps ensure callers receive timely and courteous support throughout each interaction.

The essential duties and responsibilities include, but are not limited to, the following:

• Answer incoming calls in a professional and courteous manner.
• Direct non-rental or non-claim calls to the appropriate department or individual.
• Take messages or transfer callers to voicemail when necessary.
• Assist clients and drivers with rental vehicle arrangements, accident reporting, glass claims, and roadside assistance.
• Notify management immediately of urgent, sensitive, or critical situations.
• Provide backup support for operator and general call queues.
• Gather all required information from callers and accurately enter it into the appropriate computer system.
• Locate nearby rental agencies, towing providers, glass repair companies, or body shops and provide callers with the necessary information.
• Coordinate towing and glass repair services and complete warm transfers when appropriate.
• Communicate with clients to obtain approval for rental upgrades, drop fees, or other requests outside established client parameters.
• Respond to questions and concerns related to rental vehicles, roadside services, accident claims, or vendor services.
• Refer callers to the appropriate department or management team when additional assistance is required.
• Process and support faxed or emailed claim submissions.
• Resolve vendor-related questions and service concerns when possible.
• Maintain professional and courteous communication with clients, drivers, vendors, and internal employees.
• Assist other departments with projects and assignments as needed.
• Send loss notices for non-drivable vehicles in accordance with client requirements.
• Handle notifications involving serious injuries or fatalities according to client parameters.
• Send assignments to body shops for non-drivable vehicles when necessary.
• Coordinate rental vehicle setup and reservation confirmation when in-house rental representatives are unavailable.
• Ensure telephone lines are properly transferred to the after-hours team.
• Complete required end-of-day office and call-routing procedures when assigned.

The statements above are intended to describe the general nature and level of work performed by employees assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, or qualifications. Employees may be required to perform duties outside their normal responsibilities as business needs dictate.

• High school diploma or GED.
• Minimum of six months of related experience or training, or an equivalent combination of education and experience.
• Basic computer proficiency, including email, internet, and Windows-based applications.
• Ability to work full-time in the Hudson, Ohio office during the initial training period.

• Previous customer service or call center experience.
• Previous experience within car rental, automotive, insurance, fleet management, or a related industry.
• Experience handling high-volume telephone calls or coordinating customer services.

• Strong customer service and interpersonal communication skills.
• Ability to communicate professionally and effectively with customers, vendors, and employees.
• Ability to read and interpret operating instructions, procedures, safety rules, and client guidelines.
• Ability to write routine reports, correspondence, and accurate customer notes.
• Basic mathematical skills, including arithmetic, rates, ratios, and percentages.
• Strong attention to detail and accuracy when gathering and entering information.
• Ability to apply sound judgment and solve routine problems in standardized situations.
• Strong organizational and time-management skills.
• Ability to manage multiple priorities in a fast-paced call center environment.
• Ability to remain calm, professional, and empathetic during stressful or sensitive situations.
• Ability to work independently while contributing to a collaborative team environment.

• Work is performed in a professional office environment.
• Requires prolonged sitting, typing, telephone use, and computer work.
• Must be able to communicate effectively in person and by telephone.
• Occasionally lift or move up to 10 pounds.
• Requires close visual attention to review customer information, claim documentation, and computer screens.
• Regular use of hands, wrists, and fingers is required for keyboard, telephone, and computer tasks.
• Must be able to hear and process detailed information in a fast-paced call center environment.

Work schedules may vary during the training period based on trainer availability and departmental needs. Following successful completion of training, employees will be assigned a regular shift.

This position requires full in-office attendance at Fleet Response's corporate office in Hudson, Ohio, during the first 90 days of employment. Hybrid work arrangements may become available after the initial 90-day period based on departmental needs, business requirements, and performance expectations.

Occasional mandatory overtime may be required.

At Fleet Response, our people are at the heart of everything we do. As a family-owned organization and one of Northeast Ohio's Top Workplaces, we're committed to creating a workplace where employees feel valued, supported, and empowered to grow. We offer a comprehensive benefits package, including medical, dental, vision, life insurance, disability coverage, a 401(k) with employer contribution, paid time off, workplace flexibility where applicable, and opportunities for professional development.

As a Call Center Representative , you'll play an important role in supporting clients and drivers during unexpected situations by providing timely assistance, coordinating critical services, and delivering an exceptional customer experience. If you're dependable, customer-focused, and enjoy helping others in a fast-paced environment, we'd love to hear from you.