CUSTOMER SERVICE REP III-FLEET
Description
Department: Fleet Maintenance Bargaining Unit: IUPAT
Reports to: Senior Supervisor Salary Range: $23.41 - $35.40
Pay Grade: 07
FLSA Status: Non-Exempt
EEOC Code: 2 Class Code: 497
Safety Sensitive: NO Level II Screening: NO
JOB SUMMARY
Under the general direction of designated supervisor, the incumbent is the interface between internal customers and the Fleet Maintenance Department, providing a single point of contact for vehicle and equipment repairs and service. Additionally, the incumbent manages the ordering of fuel supply for all City sites.
Responsibilities and Reporting During an Emergency Situation:
Essential Employees may be required to work during a declared emergency. Depending on the nature of the emergency, this may require working around the clock for several days on short notice.
Non-Essential Employees will not be required to work during a declared emergency. The employee’s Department Head will determine when the employee will be required to work.
DISTINGUISHING CHARACTERISTICS
This position has no supervisory responsibilities.
ESSENTIAL JOB FUNCTIONS
- Greet customers promptly and professionally, assessing their service needs and addressing any questions or concerns.
- Accurately document customer information, vehicle details and service requests in the system.
- Creates, manage and track work orders throughout the service process to ensure timely completion.
- Collaborates with Senior Supervisor to prioritize and schedule repairs, ensuring alignment on customer requests and necessary parts.
- Work closely with Mechanics to clarify service requests if needed and facilitate effective communication regarding repairs.
- Maintain communication with customer throughout the service process, providing updates on vehicle status and any changes from the initial service request.
- Solicit and document customer feedback to improve service quality and address any concerns that arrive post service.
- Maintain organized records of service history, customer interactions, and any other relevant documentation required.
- Oversee the operation and maintenance of the fuel site, ensuring compliance with regulations and efficient fuel distribution.
- Responsible for the ordering of fuel supplies, ensuring adequate stock levels and timely deliveries, while maintaining accurate records of fuel transactions.
- Oversee the inventory and maintenance of bulk oils, used for services, ensuring proper storage, usage tracking and replenishment as needed.
- Ensure the proper disposal of bulk used oils and filters in accordance with environmental regulations and City Policies.
- Facilitate the drop-off and pick-up process of vehicles / equipment, ensuring smooth transitions and customer satisfaction.
- Coordinate with customers for estimates to be completed on drivable damaged units and coordinate directly with body shops on non-drivable units. Monitor the repair process and keep customer informed.
- Observes and complies with all mandated safety rules, regulations, and protocols.
- This position requires regular and reliable attendance and the employee’s physical presence at the workplace.
- Performs other duties as assigned.
KNOWLEDGE, SKILLS AND ABILITIES
- Prepare clear and concise reports, correspondence, policies, procedures, and other written materials.
- Define issues, analyze customer problems, evaluate alternatives, and develop sound conclusions and recommendations.
- Understand and follow oral and written instructions.
- Independently organize work, set priorities, meet critical deadlines, and follow-up on assignments.
- Skilled in the use of word processing and spreadsheet programs.
- Ability to operate necessary equipment, including personal computer, calculator, printer, copier, fax, and other standard office equipment.
- Ability to communicate effectively with others and provide excellent customer service to internal and external customers.
- Skill in organization, attention to detail, prioritization, and time management.
- Ability to speak clearly and persuasively in positive or negative situations.
- Ability to establish and maintain effective working relationships.
MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS
- Associate degree and/or training that provides the required knowledge, skills, and abilities may be substituted for the degree.
- Two (2) years’ experience in a repair facility specializing in automotive; light, medium and heavy-duty trucks; and/or construction equipment repairs.
PREFERRED QUALIFICATIONS
- ASE certification as an Automobile Service Consultant.
CERTIFICATION, LICENSE AND SPECIAL REQUIREMENTS
- Must possess a valid Florida Driver’s License with an acceptable driving record.
PHYSICAL DEMANDS
This work typically requires the following physical activities to be performed.
(X = Required to perform essential job functions) | |||
|---|---|---|---|
| Physical Activities | Physical Activities | ||
| Balancing – maintain equilibrium to prevent falling while walking, standing, or crouching. | X | Pushing – use upper extremities to press against objects with force, or thrust forward, downward, outward. | |
| Climbing – ascending, descending ladders, stairs, ramps, requires body agility. | X | Reaching – extending hands or arms in any direction. | X |
| Crawling – moving about on hands, knees, or hands, feet. | Repetitive Motion – substantial movements of wrists, hands, fingers. | X | |
| Crouching – bending body forward by bending leg, spine. | X | Speaking – expressing ideas with spoken word, convey detailed, important instructions accurately, concisely. | X |
| Feeling – perceiving attributes of objects by touch with skin, fingertips. | X | Standing – for sustained periods of time. | X |
| Fingering – picking, pinching, typing, working with fingers rather than hand. | X | Stooping – bending body downward, forward at waist, with full motion of lower extremities and back. | X |
| Grasping – applying pressure to object with fingers, palm. | X | Talking 1- expressing ideas by spoken word | X |
| Handling – picking, holding, or working with whole hand. | X | Talking 2 – shouting to be heard above ambient noise. | |
| Hearing 1 – perceiving sounds at normal speaking levels, receive information. | X | Visual Acuity 1 - prepare, analyze data, transcribing, computer terminal, extensive reading. | X |
| Hearing 2 – receive detailed information, make discrimination in sound. | Visual Acuity 2 - color, depth perception, field of vision. | X | |
| Kneeling – bending legs at knee to come to rest at knees. | X | Visual Acuity 3 - determine accuracy, neatness, observe facilities/structures. | X |
| Lifting – raising objects from lower to higher position, moving objects side to side, using upper extremities, back. | X | Visual Acuity 4 - operate motor vehicles/heavy equipment. | X |
| Mental Acuity – ability to make rational decisions through sound logic, deductive reasoning. | X | Visual Acuity 5 -close acuity for inspection of small defects, machines, use measurement devices, or fabricate parts. | |
| Pulling - use upper extremities to exert force, haul or tug. | Walking - on foot to accomplish tasks, long distances, or site to site. | X |
TYPE OF WORK
Work performed is primarily:
Sedentary work: Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.
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Light work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force to move objects.
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Medium work: Exerting up to 50 pounds of force occasionally, and/or up to 30 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.
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Heavy work: Exerting up to 100 pounds of force occasionally, and/or up to 50 pounds of force frequently, and/or up to 20 pounds of force constantly to move objects.
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Very heavy work: Exerting in excess of 100 pounds of force occasionally and/or in excess of 50 pounds of force frequently, and/or in excess of 20 pounds of force constantly to move objects. WORK ENVIRONMENT · Contact with internal and external customers. · Work is typically performed in an office and workshop environment. · Occasionally exposed to wet and/or humid conditions; moving mechanical parts; high, precarious places; fumes or airborne particles; toxic or caustic chemicals; outside weather conditions; extreme cold; extreme heat; and vibration. Risk of electrical shock. · May be required to work hours other than the regular schedule including nights, weekends, and holidays.
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To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions described herein. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description.
The City of Fort Myers has the right to revise this job description at any time. This description does not represent in any way a contract of employment.