Call Center Specialist

Job Summary

The Call Center Specialist is a liaison between our company and our clients. The Specialist’s main job duty is to manage a large number of inbound and outbound calls. He or she must have the ability to use various computer programs including Microsoft Office, proprietary software programs and internet browsers. During each call, the Specialist is responsible for accurately qualifying, clarifying, and capturing client information in accordance with their travel policy, as well as securing any needed reservations or accommodations for the caller. The Specialist is expected to troubleshoot and resolve a variety of issues over the phone.

Responsibilities

• Process inbound and outbound calls with a high standard of professionalism
• Process requests from all clients in a timely manner per the defined service levels
• Efficiently and accurately enter information into the reservation system as needed
• Communicate issues effectively and professionally with all CLC Clients and Departments
• Utilize proper grammar and appropriate speech to notate client needs and issues
• Enhance the reputation of CLC by providing an unexpected level of service to all clients
• Respond to and complete requests for clients before established due times
• Utilize decision making skills to find hotel options which meet business financial goals
• Exhibit and utilize knowledge of hotel industry and regional markets associated with clients
• Meet all client deadlines
• Respond to client by communicating quickly and accurately
• Call and follow up with clients on outstanding requests prior to arrival in order to complete requests
• Resolve all client and hotel issues regarding extensions, early departures or others changes to a reservation on a daily basis
• Collaborate and communicate with Account Management teams and Hotel Network Management to identify hotels frequented by clients and identify opportunities to provide clients with “in-network” hotel options
• Manage one’s inbound and outbound call time in order to maximize one’s availability to take a call
• Begin assigned duties on time and manage availability or ready %
• Perform other duties as needed or assigned

• One year of call center or data entry experience preferred
• Excellent written and oral communication skills
• Previous experience in the hospitality or call center preferred
• Extremely detail oriented
• Demonstrate the ability to learn and navigate multiple PC and web based applications
• Demonstrated ability to work in a team environment
• Ability to work in fast-paced, changing environments
• Demonstrates a high degree of initiative, responsibility, punctuality, persistence and ownership
• Must be available for flexible scheduling

Performance Standards

• Meet established phone metrics and quality standards
• Adhere to all FLT Procedures and Processes
• Provide consistent accuracy and service with minimal errors
• Ensure FLT is meeting the client’s needs and handle all issues in a timely manner
• Adhere to Schedule and FLT attendance policy
• Quantity/Quality of Outbound & Inbound Calls
• Quantity/Quality of reservations secured for Work Force Clients
• Manage time on and off the phone to provide real-time availability

FLEETCOR Technologies, Inc. (“FLEETCOR”) is a leading global provider of business payment solutions. We help companies of all sizes control, simplify and secure payment of various domestic and cross-border payables using specialized payment products. We serve businesses, partners, merchants, consumers and payment networks in North America, Latin America, Europe, and Asia Pacific.

• $2.6B Annual Revenue

• 100+ Countries

• 2.0B+ Transactions per Year

• 8,500+ Employees

(as of December 31, 2019)

Our payment solutions provide our customers with a payment method designed to be superior to and more robust and effective than what they use currently, whether they use a competitor’s product or another alternative method such as cash or check. We group our payment solutions into five primary categories: Fuel, Lodging, Tolls, Corporate Payments and Gift. Each category is unique in its focus, customer base and target markets, but they also share a number of characteristics: customers are primarily businesses, have recurring revenue models, have specialized networks which create barriers to entry, have high margins, and have similar selling systems.

FLEETCOR enjoys global recognition including:

• Forbes Global Growth Champion – FLEETCOR is one of the 250 fastest growing companies in the world as determined by Forbes and Statista

• Forbes World’s Most Innovative Companies – FLEETCOR has made this prestigious list of leading innovative companies 4 years in a row!

• Fortune 1000 Company – FLEETCOR was one of the largest movers in the new rankings of the largest companies in America, ranking #872

• S&P 500 – In 2018, FLEETCOR joined the S&P stock index comprised of the 500 leading US stocks based on market cap (company value)

Our Commitment to Diversity, Equality, Inclusion, Belonging

Together we can foster true belonging. We know different ideas, perspectives and backgrounds lead to better innovation and results. We are therefore committed to building and nurturing a culture of diversity, inclusion, and belonging by:

• Welcoming people of different backgrounds, cultures, ethnicities, genders, and sexual orientations;

• Empowering our people to share their experiences and ideas through open forums and individual conversations; and

• Valuing each person’s unique perspectives and individual contributions.

Embracing diversity enables our people to “make the difference” at FLEETCOR.

Equal Opportunity/Affirmative Action Employer

FLEETCOR is an Equal Opportunity Employer. FLEETCOR provides equal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and/or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department.

For more information about our commitment to equal employment opportunity and pay transparency, please click the following links: EEO and Pay Transparency.