Customer Service Assistant Senior
: Job Details :

Job Summary

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

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*

* Compile vehicle statistics for yearly reporting requirements on sustainability, usage, vehicle replacement analysis, and customer reporting requests.

* Maintain accurate records: motor vehicle record requests, new vehicle procurement, and vehicle disposal within the Asset Works fleet management system.

* Maintain fleet rental and management software systems to reflect new vehicle issuance, vehicle movement, and customer-requested changes to ensure all systems are up to date.

* Special projects as assigned (data analysis, running reports, customer communication on fleet concerns and vehicle replacement, backup for other staff, etc.)

* Perform motor vehicle record checks of University faculty, staff, or students to ensure drivers meet the operator policy.

* Create or update vehicle or user information within the department's software systems.

* Create and maintain Fleet office operations process and procedure manual

* Compile, distribute, and maintain department financial statements and support queries.

* Maintain GPS database by providing access, monthly reporting to fleet customers, and maintaining fleet vehicle, department, and user changes.

* Assist customers via online requests, phone, email, and in-person interactions.

* 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.

* Provide exceptional service & build rapport with customers from all backgrounds and across all levels at the University.

* Additional tasks that leadership may assign.

Required Qualifications*

* High school diploma

* Minimum of three years of professional work 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 a 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 in 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 the 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.

Work Schedule

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

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