• Serve as a primary contact for client inquiries via Jira, email, and phone. • Manage, categorize, and resolve tickets with proper follow-up. • Perform basic troubleshooting (password resets, permissions, account updates, simple configuration changes). • Gather full context to understand the issue and escalate when needed. • Create and maintain documentation for recurring workflows and client-facing instructions. • Write clear guides, FAQs, and help articles to reduce ticket volume. • Document resolutions thoroughly, including steps, screenshots, and next actions. • Keep internal documentation repositories organized and up to date. • Execute simple system updates or adjustments as directed. • Maintain accurate logs of support requests and system changes. • Assist with onboarding tasks like account setup and access provisioning. • Support ad-hoc administrative duties related to customer accounts. • Work with Business Analysts and Engineering on escalated issues. • Provide complete context when escalating (steps, screenshots, details). • Participate in internal feedback loops to improve product and processes. • Deliver clear, friendly explanations of solutions and troubleshooting steps. • Maintain a patient, professional, and service-focused tone across all interactions.

• Build and nurture client relationships with innovative organizations • Help existing clients architect future state operating models from diverse research studies • Maximize the value from the Client’s research and innovation engagements

• Build the initial client relationship and confidence in our firm with every prospective client interaction • Take 150 – 200 calls per day in a professional inbound/outbound call center environment • Sign up 4 new cases per day to the firm • Be expected to meet occupancy and adherence goals • Be expected to maintain a minimum call quality score of 90% • Consistently build the client relationship and confidence in our firm with every client interaction while proactively contacting clients to ensure the relationship is maintained • Solve problems and maintain confidentiality • Keep updated records and detailed documentation of client interactions, concerns, and complaints in a paperless database system • Use good judgment to discern what issues may be urgent and need a manager’s or director’s attention immediately

Overview As we continue to build our team in support of our vision to the be the world’s best and most trusted mobility company, Enterprise Fleet Management, a business line of Enterprise Mobility is excited to announce the opening of an Automotive Maintenance Coordinator! The Maintenance Coordinator will primarily be responsible for providing automotive technical support and advice to Fleet Management groups, clients, and vendors related to scheduled maintenance and wear items. This position reviews repair orders according to manufacturer requirements and negotiates for proper service intervals, fluids, and pricing, prior to providing approval. This is a full-time work from home position that will allow you to work 100% from your home residence in Orlando, FL or surrounding counties. Our department operates between the hours of Monday through Friday 6 a.m. - 9 p.m. CST and Saturday 7 a.m. - 4 p.m. CST. The schedules offered are based on current business needs. The pay range for this position is $20.14 to $23.14 per hour. Pay within the range will be determined based on numerous factors including, but not limited to, relevant education, qualifications, experience, skills, performance, time in position, and business or organizational needs. - Additional compensation will be provided for weekend and evening shift differential (up to $2.00/hour) - This position also has the opportunity to earn an additional $0.25/hr for each current ASE certification you hold in this list: A1-A9, T4, T8, C1, G1, & B5. Enterprise Fleet Management also offers a benefits package including paid vacation and choice time days; medical, dental, and vision insurance benefits; dependent spending account, health savings account, life and disability insurance; fertility benefits, Employee Assistance Programs; profit sharing, 401(k) employer match, discounts and more! Company Overview Enterprise Fleet Management is a privately held, full-service fleet management business for companies, government agencies and organizations with medium-sized fleets. With more than 50 fully staffed offices nationwide, our team of experts can assemble a customized or full-service fleet management program that is just right for each business. With a North American fleet of 750,000 vehicles and growing at almost 6 percent, the opportunity with Enterprise Fleet Management is tremendous. Our business continues to thrive, and we remain committed to the investment in and the development of our people. We do the right thing by our customers and employees every time and in every situation. Not only is that great for business (as seen in our global growth and success) it’s also great for employees. Responsibilities Responsibilities include: - Provide timely response to orders submitted by phone and email, in an efficient and friendly manner - Review proposals to ensure proper services are performed according to manufacturers' interval-based timing and appropriate pricing for suggested services - Negotiate pricing, assess and apply proper warranty applications while creating and issuing purchase orders according to our operating procedures - Contact clients to provide recommendations, explain proposed repair procedures and gain approval - Make recommendations to internal business partners regarding repair recommendations and cost - Locate and suggest proper service locations for clients Equal Opportunity Employer/Disability/Veterans #LI-REMOTE Qualifications Minimum Qualifications Include: - Must be 18 years of age or older - Must live in Orlando, FL or surrounding counties - Must live in the state of Florida - Six (6) months of customer service experience required - Six (6) months of automotive maintenance or repair experience required, experience in a lube shop, tire shop, repair facility or dealership preferred - Degree in Automotive Technology preferred - ASE (Automotive Service Excellence) certifications preferred - Basic proficiency with Microsoft Office products (Word, Excel, and Outlook) - Must have the ability to meet all work from home technical requirements - Must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future Competency Based Qualifications: - Executing - Customer Service - Detail-Oriented - Analyzing - Communication - Flexibility Work from Home (WFH) Requirements: - Must have reliable and consistent high-speed internet access provided by a terrestrial cable or fiber provider (no DSL or satellite) - High-speed Internet connection with a minimum validated upload speed of 5Mb and download speed of 25Mb is required. Connection latency must be less than 100ms. (Please validate using a speed test tool such as http://www.speedtest.net/)