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Job Description
Job Id:
229
# of Openings:
0
Job Title: Fleet Administrator
Department: Customer Care
Reports To: Fleet & Warranty Manager
Job Type: Full-Time | Onsite | Salaried Exempt
Reports To: Fleet & Warranty Manager
Job Type: Full-Time | Onsite | Salaried Exempt
Location: Rock Hill, SC 29730
Position Summary
The Fleet Administrator is responsible for delivering exceptional service and support to National Accounts, dealers, customers, and business partners. This role primarily supports repair calls received through National Account Assignees, ensuring timely issue resolution, effective communication, and accurate documentation.
The Fleet Administrator maintains up-to-date records of open and closed service calls to support internal reporting and meet client business needs. This position plays a key role in coordinating repair activities, managing dealer communications, and ensuring compliance with warranty and billing processes.
The role regularly involves high-stress interactions, including handling customer complaints, addressing dealer disputes, resolving escalated warranty concerns, managing employee performance and workflow issues, and navigating urgent operational challenges.
Key Responsibilities
- Dispatch service calls for repair and inquiry requests received from National Accounts, coordinating appropriate service events.
- Analyze national repair call data to identify high-volume or high-cost trends and notify HCFA management as needed.
- Research and collect data, establish facts, and draw valid conclusions to support decision-making.
- Answer and complete inbound phone calls and respond promptly to emails.
- Plan and coordinate repair calls, providing timely updates to National Account points of contacts.
- Develop and maintain strong relationships with dealers, customers, and prospects.
- Identify potential issues or risks and resolve them in a timely and professional manner.
- Communicate clearly and respectfully with dealers to clarify concerns and resolve issues.
- Coordinate cross-functional support with Service, Fleet/Warranty Management, Parts, and Sales Departments.
- Ensure dealers submit warranty claims for National Account repairs when applicable to secure proper reimbursement; address internal warranty claims promptly.
- Provide online training and instructional support to dealer staff as needed.
- Review technician write-ups and invoices to determine billable repair eligibility.
- Process valid and billable invoices for repairs dispatched to dealers.
- Manage dealer expectations by clearly communicating HCFA policies and procedures.
- Deliver a consistently positive customer service experience.
Required Qualifications
- 3+ years of fleet and/or warranty processing experience in mobile industrial equipment, within material handling is preferred.
- 3+ years of customer service experience.
- Strong written and verbal English communication skills.
- Ability to work effectively in a cross-functional, team-oriented environment.
- Adaptable to change, capable of multitasking, and able to work independently or collaboratively.
- Strong analytical skills with the ability to research, collect data, establish facts, and draw conclusions.
- Computer literacy with Microsoft Office and Cloud-based platforms
- Knowledge of warranty policies, claim submission processes, and reimbursement procedures.
- Experience working with National Accounts or large fleet customers.
Preferred Qualifications
- Familiarity with forklift systems, mobile industrial equipment diagnostics, or repair processes.
- Experience using service management, CRM (Salesforce), or ERP (SAP) systems is a plus.
Compensation & Benefits
- Salary Range: Starts at $50,000 (but open to potential increase as well based on experience and qualifications)
- Benefits Include:
- Medical, Dental, and Vision insurance
- 401(k) with company match
- Paid Time Off (PTO) and Paid Holidays
- Employee Assistance Program (EAP)
Additional Information
This job description reflects the current expectations for the position but is not intended to be all-inclusive. Duties, responsibilities, and qualifications may be modified or reassigned at any time to meet the evolving needs of the organization.
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