Customer Relationship Center Contact Representative I-II
The Customer Relationship Center Contact Representative I-II at Confidential Client provides centralized sales and service support to Major Accounts and Fleet Management teams, managing inquiries across multiple channels and coordinating activities between dealers, customers, and internal teams. This role involves troubleshooting, escalation handling, process ownership, and building strategic partnerships to ensure customer satisfaction and efficient service delivery within a hybrid work environment.
About Careertakes
👉 Important disclosure: Careertakes is a third-party recruiting platform supporting this hiring process. If selected, you will be employed directly by our client, Customer Services.
Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.
Position Overview
Confidential Client is hiring a Customer Relationship Center Contact Representative (I–II) to support Major Accounts and Fleet Management operations. This role handles inbound and outbound customer contacts across phone, email, chat, service portals, and APIs, coordinating activity between dealers, customers, and internal teams. Work may be office-based in Danville, IN or performed remotely/hybrid depending on the role level. Some after-hours, weekend, or holiday hours may be required.
What You’ll Do
- Provide centralized sales and service support to Major Accounts and Fleet Management teams.
- Manage incoming and outbound inquiries via phone, email, chat, service portals, and API channels.
- Coordinate tasks and communications between dealers, customers, and internal sales/service teams.
- Troubleshoot customer issues and deliver proactive solutions aligned with Service Level Agreements.
- Accurately document all interactions for tracking status, response time, and audit trails.
- Support escalations and high-priority accounts as required by level.
- Track work-in-process service repairs, schedule planned maintenance, and ensure contractual compliance.
- Assist with dealer invoice review and processing in accordance with Fleet and Warranty guidelines.
- Build and maintain strong relationships with dealers, customers, and internal partners.
- Contribute to continuous improvement initiatives and support onboarding/training of new team members.
Who You Are
- Customer-focused and professional — the “face and voice” of the business.
- Detail-oriented with strong interpersonal, listening, and organizational skills.
- Able to work in a fast-paced, high-volume environment and manage multiple systems.
- A strong communicator who can handle escalations and high-priority customer needs with sound judgment.
- Collaborative — works well across teams and channels.
- Adaptable and proactive in identifying process improvements.
- Comfortable working onsite in proximity to others or in a remote/hybrid setup depending on assignment.
Education & Experience
Customer Relationship Center Contact Representative I:
- Bachelor’s degree (no experience required), OR
- 2-year degree with 2–3 years’ experience, OR
- 5 years of relevant experience with no degree.
Customer Relationship Center Contact Representative II:
- Bachelor’s degree in a business-related field strongly preferred, OR
- 2-year degree with 5+ years’ experience, OR
- In lieu of degree, 7–10 years’ experience including 2–3 years’ customer contact experience in a sales or service support role.
Levels may vary (I, II, III) with increasing responsibility and subject-matter expertise.
Skills & Abilities
- Experience supporting Major Accounts and Fleet Sales/Service platforms.
- Strong keyboarding and high-volume contact center capabilities.
- Proficiency with Microsoft Excel, Word, and Access.
- Able to troubleshoot technical and service-related issues effectively.
- Experience managing escalations, tracking work-in-process, and coordinating service repairs.
- Mechanical familiarity with equipment (e.g., forklifts) is helpful for advanced levels.
- Ability to execute independently while contributing to team outcomes.
Additional Details
- Employment type: Full time — 40 hours/week.
- Travel required: No.
- Primary location: Danville, IN (on-site or hybrid/remote depending on assignment).
- Relocation assistance: Not available for this posting.
- Confidential Client supports best-in-class customer care strategy and end-to-end satisfaction across sales and service lifecycles.
What We Offer
Confidential Client provides competitive pay and a comprehensive benefits package (medical, dental, vision, life insurance, paid time off), employer-sponsored profit sharing and 401(k), tuition reimbursement, and opportunities for career growth and development.
Equal Opportunity & Hiring Transparency
Careertakes and our client are Equal Opportunity Employers committed to building a diverse and inclusive workforce. We prohibit discrimination or harassment of any kind. To support a fair and efficient hiring process, AI tools may be used to assist with application review or resume screening. These tools do not replace human decision-making. Final hiring decisions are made by people.
If you have questions about how your data is used, please contact us directly.
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