Customer Service Agent

Embodying the Virginia Tech motto of Ut Prosim (That I May Serve), the Division of Auxiliary and Business Services has responsibilities across multiple Virginia Tech campuses and throughout the Commonwealth of Virginia, always working to meet the needs of the University and anticipate the needs of those we serve. Auxiliary and Business Services strives to be customer focused and operationally minded while offering a diverse group of services that support and enhance the Virginia Tech experience. We take pride in being a responsive, innovative, and inclusive workforce that are stewards of the resources entrusted to us.

Fleet Services is responsible for managing our university's 1500 state vehicles which also includes a rental vehicle fleet of approximately 150 vehicles.

The Customer Service Agent for Fleet Services will serve as the first point of contact for faculty, staff, students, and visitors to Fleet Services. This position reports to the Operations Coordinator and is responsible and accountable for Fleet Services’ front-desk operations, including greeting all customers and visitors and answering the main telephone line. The Customer Service Agent will perform a wide variety of general administrative and support duties, including (but not limited to): providing information to customers regarding policies and procedures, preparing various departmental forms, processing vehicle reservations and returns with customers and serving as the point of contact for all FleetCommander driver profiles. Additional responsibilities encompassed within this position are:
• Effectively communicates with shop supervisor for vehicle service needs and processes work orders for vehicle repairs.
• Remains in contact with the Wash Bay Lead throughout the day to ensure vehicles are prepared and available for optimum customer service, all while ensuring tasks are completed in a friendly and professional manner.
• Works closely with the Operations Coordinator and university departments.
• Collects vehicle mileage from all university vehicles for the Annual Mileage Report.
• Monitors, verifies and updates driver profiles and vehicle classes in the FleetCommander reservation system, and runs required daily/monthly reports ensuring validated drivers’ license are listed for all reservations.
• Ensures proper closing of all reservations.
• Oversees Records Management program for department.
• Tracks Lost and Found items.

The incumbent also performs other duties as requested; takes initiative to support a healthy work environment; strives to fulfill the terms in the Standards of Business Conduct; exemplifies Virginia Tech’s Principles of Community; and supports the university’s motto, Ut Prosim (That I May Serve).