Careers with ARI-Automotive Resources International - Automotive Car and Truck Fleet Leasing and Management Services

Client Implementation Specialist (Unilingual & Bilingual)

Department: Sales
Location: Mississauga, Ontario (Head Office)
Reports To: Manager, Implementation

Job Summary:
The Implementation Specialist is responsible for all aspects of the transition for new ARI customers. In this role you are responsible to guide the client through the start-up process, including the coordination and communication with appropriate internal departments. Understanding ARI Program offerings and industry best practices is essential to this role. You are also responsible to manage any contractual changes for our existing client base.

Qualifications:

To manage all aspects of a new client set up
To coordinate changes to existing accounts including new program enrollment and cancellation of existing programs
Be a central source of program related information for both our internal and external customers
Have a thorough understanding of all ARI program offerings
Have a thorough understanding of ARI’s system capabilities and electronic billing options
Manage all Contract Master and Fee Matrix set up for new client start ups and changes to existing clients
Make initial contact with customer to welcome them to ARI
Be the positive first experience a new customer has with ARI
Take responsibility to guide new customers through the transition process
Distribute required documentation to internal departments and client as required including: Client Profile, New Client Announcement and other pertinent documents
Manage meeting schedules between the customer and various ARI Department team members (as required per program enrollment) to ensure proper set up.
Client Profile form completion
Coordinate the upload of customer data inventories into ARI’s systems
Review test bills to ensure proper billing parameters, fees, address, etc.
Audit system set up for accuracy
Manage VMLC process ensuring proper approvals are in place prior to submitting monthly spreadsheet to U.S. Follow-up that all changes were successfully completed and that any new Fleet Cards were issued (if applicable)
Beware of potential problems and raise concerns to management
To provide support to the Manager for client set up responsibilities
Have keen listening skills
Confidence in planning and directing meetings with clients and internal staff
Good presentation skills
Maintain and initiate regular contact with clients during the implementation phase
Confidently speak to the customer base about ARI’s products and services, and how they apply to a specific customer’s needs.
Beware of potential problems and raise concerns to management
Have superior time management and priority setting practices
Participate in customer/prospect meetings
Have a complete understanding of ARI’s systems; be aware of changes to the systems, specifically Contract Master and Fee Matrix.
Understand the history of ARI, PIE goals, policies of various departments and all the programs and services offered by ARI.
Have strong Word and Excel skills

Relevant Experience:

Customer service experience
ARI experience an asset
Fleet industry experience an asset

Education Required:

University Education an asset

We Offer:

On-The-Job Training
Group & Fringe Benefits
Fast Paced, Friendly Office Environment

Qualified candidates Apply Now! Submit your resume and cover letter to the HR Department at careers@arifleet.ca . Kindly place the job title in the subject line of your email.
Thank-you for your interest in exploring this opportunity. Only those candidates selected for interviews will be contacted.

Safety Specialist

Department: Safety, Operations
Reports To: Assistant Manager, Safety & Damage
Location: Mississauga, Ontario (Head Office)

Job Summary:
The Safety Specialist will maintain operations and continue development of our Driver Risk Profiling, Driver Safety Training, and Driver and Vehicle Compliance programs. Working directly with Clients, Drivers and Vendors, and internally with other departments, this new position has a clear mandate to develop, implement and support the best Risk Evaluation, Compliance and Safety Training products in the industry. This role requires a passion for delivering a high quality customer service experience through commitment to timely response, analysis and resolution to client queries/concerns and providing relevant recommendations and training where required. Must be proficient with data and provide recommendations for viable business development and present recommendations for future product offerings. Strong emphasis is placed on the incumbent to seek and implement product enhancements, maintaining regular contact with both internal and external clients, and have the ability to positively present our unique service offerings at client and prospect meetings. Assess potential fleet services partners to ensure they provide broad coverage, competitive pricing, and best-in-class service. The incumbent supports the achievement of specific departmental PIE goals where applicable. This role has the ability to impact short-term and long-term business goals in a significant way. Leadership, effective interpersonal relationships, action orientated style and a solutions oriented mindset are critical elements of being successful in this position.

Qualifications:

Act in the best interest of all parties including the organization, maintaining a consistent and professional manner in all dealings with clients / drivers, vendors and staff
Develop expertise and leadership internally
Develop partnerships with the US and Global representatives
Contribute to the development of a driver-based platform
Develop programs/tools to generate revenue in the growing area of driver compliance
Responsive to emails, faxes, Fleet Trak, and called-in safety inquiries
Follow internal processes and established client parameters to ensure compliance to Service Level Agreements (SLA)
Maintain client and driver files
Utilize ARI proprietary systems to manage day to day responsibilities
Maintain user-friendly system notes and other documentation
Be aware of applicable Federal and Provincial government regulations specific to driver abstracts, confidentiality and compliancy legislation
Produce regular and adhoc reports based on client and internal departmental needs
Support the daily functions Safety & Abstract programs:

Implement client set up on DRAP/MVR/Behind the Wheel Safety programs
Liaise with provincial ministries to order Driver Abstracts
Assist in ordering safety modules for clients
Audit, code & upload driver records into safety system
Liaise with internal/external clients on Safety and DRAP issues, involving ARI’s US counterpart on all DRAP issues

Research and provide safety related data to clients as scheduled or on an as-needed basis
Support the development and implementation of new internal/workflow processes.
Assist in employee and external training as assigned
Perform other approved duties and assist with special projects as required
Customer service focused
Driven for results
Strong listening skills
A thorough understanding of the fleet management industry
Detail oriented and have the ability to lead multiple priorities
Excellent research and analytical skills.
Effectively develop and deliver ideas and solutions
Advanced ability to read, interpret and execute business contracts
Excellent attention to detail and accuracy
Ability to visualize future impacts and needs
Bilingual candidates should read, speak and write French fluently

Required Qualifications:

Undergraduate Degree or equivalent experience
Industry experience, product development, or risk management experience
Comfortable conducting data analytics to guide decisions
Confident in using all Microsoft Office applications
Strong problem solving skills
Must be able to work under pressure and multi-task
Strong organizational skills
Excellent communication skills both oral and written
Professionalism to interact with internal and external customers

Education Required:

Post-secondary business degree / diploma / certificate (Asset)
Some knowledge of basic accounting (Asset)
Completion of company or other training programs

We Offer:

On-The-Job Training
Group & Fringe Benefits
Fast Paced, Friendly Office Environment

Federal Government Collections Administrator – 1 year Maternity Leave Contract

Department: Accounting
Location: Mississauga, Ontario (Head Office)
Reports To: Assistant Manager, Accounting

Job Summary:
The Federal Government Collections Administrator’s role is to monitor and ensure the timely collection of outstanding balances on Federal Government of Canada A/R accounts as per company guidelines. As well, part of this role is to investigate and analyze collection issues and payments received. The incumbent supports the achievement of specific departmental PIE goals. Strong emphasis is placed on maintaining and/or initiating regular contact with the various Ministries of the Federal Government.

Qualifications:

Act in the best interest of all parties including the organization, maintaining a consistent and professional manner in all dealings.
Maintain and/or initiate regular contact with internal departments and external parties as required to address queries.
Follow internal processes to ensure the achievement of any Service Level Agreements (SLA).
Maintain adequate contact list on the portfolio
Regularly solicit payment for and follow–up on overdue accounts by means of fax, email and phone.
Maintain Accounts Receivable balances.
Ensure timely follow up and resolutions of the short payments
Reconcile and clear on account cash and ensure credits are dealt with in a timely manner.
Maintain adequate and informative notes on Infinium regarding collection status.
Daily Cash Reconciliation. Identifying the correct application for wires and cheques received.
Processing A/R adjustments and reconciliations.
Obtaining backup for clients.
Processing journal entries where applicable.
Monthly reconciliation of A/R holding account.
Various lease billing related duties. This includes researching billing errors for the client.
Run various A/R reports on an as needed basis.
Support the collection of provincial and corporate accounts on an as needed basis.
Assist in the development and implementation of internal / workflow processes to improve efficiencies as required.
Recognize potential problems / conflicts and work to resolve them. Escalate as required.
Perform other approved duties as required.
Familiar with commonly-used accounting concepts, practices, and procedures
Excellent organizational, planning and communication skills.
Demonstrated ability to work effectively with other functional areas.
Excellent attention to detail and accuracy.
Customer service oriented; ability to gain credibility and trust among a diverse client group
Ability to work with others as a team player.
Resourceful and able to work independently, organize and prioritize a demanding workload
Highly self-motivated and self-directed.
Can adapt quickly to situations.
Dedicated to professionalism and good judgment
Positive outlook & results oriented
AS400 and Infinium experience (Asset)
Bilingual (English/French) (Asset)

Relevant Experience:

Minimum 3 years of Collection or Finance experience.
Secondary school diploma or equivalent.
Post-secondary business degree / diploma / certificate (Asset).

Working Conditions:

Fast-paced environment with constant deadlines to meet.
Team environment but must be able to work autonomously.
Sitting in front of a computer monitor for extended periods of time.

We Offer:

On-The-Job Training
Group & Fringe Benefits
Fast Paced, Friendly Office Environment

Bilingual Client Service Representative (CSR), FAP Driver Administrator

Department: Client Support Services, Sales
Location: Mississauga, Ontario (Head Office)
Reports To: Assistant Manager, FAP

Job Summary:
The CSR, FAP Driver Administrator is responsible to manage the day to day driver requirements for an assigned account portfolio within the FAP team. In this role you will be working with all areas of the organization to service our client and driver needs. Sound customer service skills, the ability to manage multiple tasks and contribute to a team environment are necessary to be successful in this position.

Qualifications:

Act in the best interest of all parties including the organization, maintaining a consistent and professional manner in all dealings.
Maintain and/or initiate regular contact with internal departments and external parties as required to address queries.
Follow internal processes to ensure the achievement of any Service Level Agreements (SLA).
Answer all incoming calls for Fleet Administration Department clients.
Mail information to fleet drivers including liability slips, registration renewals, credit card replacements, mileage log sheets, selectors, new vehicle and new driver packages, etc.
Create new driver files.
Mail / E-mail traffic violation letters to drivers.
Match VLO to vehicle order and update FleetTrak accordingly (new unit #, date VLO checked).
Assist with the regular maintenance and updating of client profiles.
Check mileage reports for accuracy.
Add mileage for drivers on taxable benefit program.
Administer driver reimbursements, traffic violation reports, plate refund cheques.
Utilize FleetTrak to manage all day to day functions.
Have a thorough understanding of your drivers’ fleet policy.
Work on all relevant ARI systems, maintaining a current understanding of each, and adapting to system changes.
Manage the day-to-day activity or issues for your fleet drivers.
Beware of potential problems and work to resolve them; alert Client Admin & Supervisor of problems.
Exercise time management and priority setting practices; alert Client Admin & Supervisor of potential scheduling or workload conflicts and demands.
Attend and participate in corporate and industry sponsored events.
Perform other approved duties as required.
Strong customer service skills.
Ability to prioritize and organize multiple tasks.
Excellent interpersonal/communication skills.
Able to handle a high volume of work in a fast paced, busy environment.
Computer literate with particular attention to details and accuracy.
Strong MS Word and Excel skills.
Demonstrated ability to work both independently and with others as a team player.
Highly motivated and self-directed.
Can adapt quickly to situations.
Dedicated to professionalism and good judgment.
Positive outlook and results oriented.
Bilingual position must read, speak and write French fluently.

Relevant Experience:

Minimum 2 years customer service experience, preferably in the fleet industry.

Education Required:

Secondary school diploma or equivalent.
Post-Secondary education (Asset).

Working Conditions:

Phone and computer work on a daily basis.
Team environment but must by able to run with tasks and operate independently.
On-the-job training.
Indoor office environment that is climate controlled and well-lit.
Sitting in front of a computer monitor for extended periods of time.

Client Service Representative (CSR) - National
Department: Sales and Service
Location: Mississauga, Ontario; Calgary, Alberta or Vancouver, British Columbia
Reports To: Assistant Manager, Client Services
Job Summary:
The CSR’s role is to consistently deliver high quality customer service in a courteous and professional manner while handling all day to day fleet issues. This includes taking ownership of issues on behalf of the organization irrespective of internal responsibilities; maintaining and/or initiating regular contact with clients; and managing internal communications and relationships. Problem resolution may involve probing for customer needs.

Qualifications:

Act in the best interest of the client and the organization, maintaining a consistent and professional manner in all dealings.
Utilize FleetTrak (internal client management tool) to manage all day to day responsibilities.
Follow internal processes to ensure the achievement of any Service Level Agreements (SLA).
Quote appropriate buyout prices based on clients’ policy.

Specific to Client Administration:

Answer all incoming calls for clients.
Selector Building (i.e. negotiate concessions, recommend vehicles, price vehicles, obtain clients’ approval of replacement vehicles, and build vehicle spreadsheets).
Process factory vehicle orders.
Coordinate searches for stock vehicles.
Manage and mail various types of information in a timely manner (liability slips, registration renewals, credit card replacements, selectors, new vehicle packages, infractions, new driver packages etc.).
Update client profile and policy when needed.
Maintain regular client contact.
Produce various reports based on client needs (i.e. monthly fleet inventory, life cycle analysis, cost per km, etc.).
Run reports for registration renewal.
Maintain and report Monthly Proactive Matrix.
Support the administration of the Taxable Benefit Program when necessary.
Attend client meetings and reviews when required to support Account Manager (AM) / Regional Sales Manager (RSM).
Interact with other departments to resolve client issues and follow-up on projects / issues.

Specific to Account Management:

Understand your customers’ business.
Have a thorough understanding of your clients’ or drivers’ fleet policy.
Manage the day-to-day activity or issues for your customer, being proactive as required.
Maintain a consistent and professional manner in all dealings with customers.
Beware of potential problems and work to resolve them. Escalate problems to designated internal party.
Exercise time management and priority setting practices. Escalate potential scheduling or workload conflicts/demands to designated internal party.
Attend and participate in corporate and industry sponsored events.

Essential Skills:

Excellent customer service and communication skills, including the ability to prioritize and organize numerous requests and work under pressure to meet deadlines.
Ability to maintain an understanding of the company’s systems, programs and services.
Computer literate with particular attention to details and accuracy is a must.
Strong MS Word and Excel skills are a must.
Ability to manage customers’ requirements through company systems.
Demonstrated ability to work both independently and with others as a team player
Highly motivated and self-directed.
Can adapt quickly to situations.
Dedicated to professionalism and good judgment.
Positive outlook and results oriented.
Maintain an adequate problem resolution technique to handle internal and external issues.

Relevant Experience:

2-3 years direct customer service experience.
University degree or post-secondary diploma / certificate would be an asset.

Working Conditions:

Phone and computer work on a daily basis.
Team environment but must by able to run with tasks and operate independently.
On-the-job training.
Indoor office environment that is climate controlled and well-lit.
Sitting in front of a computer monitor for extended periods of time.

We Offer:

On-The-Job Training
Group & Fringe Benefits
Fast Paced, Friendly Office Environment

Account Manager, Eastern Region

Department: Sales and Service
Location: Laval, PQ

Job Summary:
The Account Manager (AM) will focus on retaining the performance of an assigned account portfolio while ensuring consistent delivery of high quality customer service. This includes taking ownership of issues on behalf of the organization. The incumbent supports the accomplishment of comprehensive, strategic objectives that promote the growth of sales and profits. Initiative, creativity, strategic thinking and time management are important elements in performing this job.

Qualifications:

Act in the best interest of the client and ARI, maintaining a consistent and professional manner in all dealings.
Maintain a current knowledge of client’s vision, objectives, products and services.
Take a consultative approach regarding our client’s needs/expectations.
Ensure client’s fleet policy is accurate and effective; make recommendations as needed.
Manage client relationships through direct, proactive involvement, in cooperation with other ARI personnel (i.e. Sr. Mgmt, District Sales Manager; Client Services, Reporting and Operational teams).
Prepare and present strategic partnership reviews as required in existing portfolio.
Provide specific, timely feedback in response to inquiries and/or complaints.
Be able to diffuse anger situations with clients.
Review policies and Service Level Agreement (SLA). Assist in the development of procedural and process improvements to ensure achievement of all AM activities.
Exercise diligence in the development and maintenance of each client’s profile.
Provide regular communication to team regarding client relationships, feedback (positive / negative) received, cross-selling and up-selling opportunities.
Support the Sr. Mgmt, DSM, with the completion of tenders, roll-outs.
Act as the ARI project manager on new client set-ups for accounts added to existing portfolio.
Generate and analyze reports. Assess specific client needs and make recommendations.
Support the Sr. Mgmt, DSM on response to Requests for Proposal (RFP) as requested.
Attend / facilitate roundtable discussions and brainstorming sessions.
Beware of potential problems and work to resolve them; escalate repeat issues to internal senior decision maker.
Present / introduce new products and services.
Conduct client training as required at client site or via the web (webcast) on various ARI systems and programs.
Conduct ARI staff training as required.
Attend and participate in corporate and industry sponsored events.
Visit ARI’s regional offices and client sites as required.
Participate in scheduled Account Manager conference calls
Perform other approved duties and support special projects as required.
Excellent customer service orientation.
Excellent interpersonal/communication and presentation skills.
Entrepreneurial spirit coupled with creativity.
Keen listening skills with attention to detail.
Strong research capabilities
Good sense of business acumen and effective decision-making.
Proficient in creating reports, analyzing information and recommending solutions to clients.
Confidence to rely on experience and judgment to plan and accomplish goals.
Strong organizational and time management skills.
Highly self-motivated, self-directed and enthusiastic.
Flexibility to balance and prioritize a high business volume with available resources.
Works well under pressure.
Ability to adapt to change.
Maintain an adequate problem resolution technique to handle internal and external issues.
Adept at probing for information.
Willingness to grow with position as department evolves.
Demonstrated commitment to teamwork

Relevant Experience:

3-5 years experience in account management or fleet leasing (heavy truck, commercial vehicle, or automotive).
Proven track record of strong team leadership and delivering high quality service.
Experience in sales and marketing management (Asset).
Day to Day client management experience (Asset)

Required Working Knowledge:

MS Office Programs (i.e. Outlook, Excel, Word, PowerPoint, Project, etc.)
Jurisdictional legislation governing fleet vehicles and their drivers, insurance, and licensing.
Project Management (Asset)
Must be fully bilingual (French, English)

Education Required:

Bachelor’s degree in business, finance, marketing, or related discipline.

Working Conditions:

Team environment but must be able to run with tasks and operate independently.
Overtime, evening or weekend work might be required.
Frequent travel: local, national and cross-border. Estimated overnight requirement is 25%.
Valid driver’s license required.

Technical Service Advisor (Car or Truck), Contact Centre, Operations (Unilingual and Bilingual)

Department: Fleet Management Services, Operations
Location: Mississauga, ON; Laval, QC
Reports to: Supervisor, Contact Centre

Job Summary:
The Technical Service Advisor applies vehicle and technical/mechanical knowledge in a call centre environment to deliver high quality customer service regarding vehicle maintenance requirements. Specialized areas include service repair assistance, purchase authorization, cost containment, observance of downtime, and ensuring the safe operation of vehicles. This role represents a core business activity and is accountable for performing in accordance with the company’s strategic directions and policies. Strong emphasis is placed on maintaining and/or initiating regular contact with immediate supervisor, co-workers, and customers.

Qualifications:

Act in the best interest of the client and the organization.
Maintain a consistent and professional manner in all dealings.
Follow internal processes to ensure the achievement of Service Level Agreements (SLA).
Respond to incoming calls, working cooperatively with internal and external parties to address queries concerning technical and non-technical work.
Manage time and be proactive as required to ensure that incoming calls are answered within company standard (i.e. Average Speed of Answer).
Refer calls to appropriate parties when required and provide back-up for other team players.
Utilize ARI proprietary systems to manage all day to day responsibilities.
Analyze vehicle’s existing repair/maintenance history.
Guide vendor/client regarding warranty/policy adjustments (i.e. goodwill, cost recovery, etc.).
Counsel caller regarding necessary preventative maintenance services to be performed.
Assist driver in selection and location of repair/rental facilities able to accommodate the need.
Negotiate repair and add-on costs when appropriate. Issue authorizations for valid repairs, once all discounts, parts and labour prices are confirmed to be applicable and correct.
Coordinate individual vehicle maintenance problems
Maintain user-friendly system notes, other appropriate documentation, and follow-up with client/driver.
Partner with Damage Management on accident related issues.
Immediately notify appropriate parties / authorities of serious injuries and/or fatalities due to vehicle accident.
Monitor and address outstanding FleetTrak cases, keeping internal and external clients informed of pertinent details affecting their accounts.
Recognize potential problems / conflicts and work to resolve them. Escalate as required or alert Supervisor of problems.
Maintain effective coping strategies to reduce stress when resolving difficult issues during a call.
Maintain a clean, orderly and professional work environment as per office guidelines / policy.
On occasion, exchange ideas with Supervisor related to improving procedures, etc.
Volunteer and/or support special approved projects as required.
Assist in employee training as assigned.

Essential Skills:

Excellent customer service, interpersonal/communication, listening and empathy skills.
Flexibility to multitask and prioritize in a fast-paced environment with a sense of urgency.
Proven ability to analyze and troubleshoot car/truck repair situations, and make decisions using established procedures and company policies as guidelines.
Dedicated to professionalism, good judgment, and understanding the impact of a decision.
Strong problem solving ability including identification of logical action and alternatives.
Strong understanding of manufacturer warranty protocols.
Ability to maintain rigid cost control; skillful in the use of negotiation tools.
Proven ability to maintain composure during difficult situations and win over hostile callers.
Strong computer/keyboard aptitude; proficient and accurate data-entry and documentation skills.
Strong organizational and time management skills.
Leadership skills.
Ability to maintain an understanding of ARI’s relevant systems, and adapt to system changes.
Highly self-motivated and self-directed; productive working independently or with a team.
Demonstrated ability to work effectively with other functional areas.
Bilingual position must read, speak and write French and English fluently.
Proficient typing skills

Required Working Knowledge (training will be provided):

Proficient in MS Office Programs specifically Word and Excel.
Understanding and enforcing specific account parameters
ARI’s current programs and services, departmental policies and performance (i.e. PIE) goals.
ARI’s proprietary systems (i.e. FleetTrak, Intellifleet, etc.).

Relevant Experience:

5+ year’s technical automotive experience.
Direct customer service experience.
Experience working in Call Centre (a definite asset).

Education Required:

ASE certification or willing to obtain within established timeline set by ARI.
Valid mechanic’s license 310S or 310T.
Post-Secondary Education (i.e. College diploma, Certificate, or Apprenticeship - a definite asset)

Working Conditions:

Centralized 24/7 Call Centre team environment.
Comprehensive on-the-job Call Center Training program.
Indoor office that is climate controlled and well-lit.
Sitting in front of a computer monitor for extended periods of time.
Several scheduling / shift options may be available depending on seniority.
Occasional night shift rotation.

We Offer:

On-The-Job Training
Phone and computer work on a daily basis
Group & Fringe Benefits
Sitting in front of a computer monitor for extended periods of time
Fast Paced, Friendly Office Environment