Job Description: JOB OVERVIEW The Customer Support Specialist role is pivotal in ensuring client satisfaction and retention. This position involves close collaboration with Account Managers and operational teams, advocating for clients and drivers, and executing their requests. A key focus of this position is on meticulous task management, ensuring all client and driver related activities are organized, tracked, and completed efficiently to meet client expectations and organizational goals.
KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS - Client and Driver Communication:
- Collaborate with a diverse portfolio of clients.
- Respond to client and driver communications related to tactical matters as instructed.
- Follow up with clients and drivers to fulfill requests initiated by internal departments.
- Address incoming replacement requests such as fuel, insurance, compliance, and MAP passports.
- Answer multi-channel inquiries (telephony, email, FleetView, VIM application).
- Provide backup for other associates as designated by leadership.
- Request and Task Management:
- Enter and manage customer requests in CRM and internal systems.
- Process and complete tasks including license and title requests, vehicle transportation, vehicle remarketing, mass driver/vehicle uploads, and more.
- Assist with follow-up on tasks and requests, ensuring timely execution.
- Review and suggest surplus/storage vehicles to minimize costs and vehicle aging.
- Escalate issues to the Supervisor and appropriate personnel as needed.
- System and Data Management:
- Maintain and update client profiles and standard operating procedures.
- Execute and run reports as required.
- Develop into demonstrating effective use of applications like Salesforce, VIM Application, FleetView, P2P Interim Rentals.
- Maintain confidentiality of received information.
- Quality Standards
- Maintain quality standards and metrics.
- Meet Salesforce KPIs as set by Client Services.
- Uphold established performance guidelines.
- Support the organization's mission and goals.
- Proactively identify client issues and notify the Supervisor in a timely manner.
- Perform other duties as assigned or required per the client profile.
LEADERSHIP RESPONSIBILITIES - This position has no people leader responsibilities
COMPETENCIES - SKILLS - Excellent verbal and written communication skills.
- Intermediate proficiency in Microsoft Excel and Outlook.
- Strong time management skills and attention to detail.
- Ability to handle challenging and urgent customer issues with diplomacy and tact.
- Team player with strong collaborative skills.
- Flexibility and adaptability in a fast-paced environment.
- Energetic and proactive: a driven self-starter who can work independently and as part of a team.
- Proven professionalism in a dynamic work environment.
- Strong problem-solving, analytical, and critical thinking skills.
- Under the guidance of the Supervisor, the Client Services Specialist has the ability to gather, analyze, and organize complex data to draw appropriate conclusions.
- Under the guidance of the Supervisor, has the ability to apply tools to understand and improve business processes.
- Under the guidance of the Supervisor, has the ability to translate business needs into actionable, detailed business requirements.
EDUCATION AND EXPERIENCE - Bachelor's degree preferred
- Minimum of 1 year of customer service experience in a high-volume, multi-tasking environment.
JOB SPECIFICATIONS, PHYSICAL DEMANDS AND WORK ENVIRONMENT Work Environment: Hybrid work environment.
Positions Type/Standard Schedule: Full Time position, Monday thru Friday
Travel: up to 20% travel
Physical Demands: Working in a normal office environment
DISCLAIMER Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Our Benefits Wheels recognizes benefits are a significant part of your employee experience, and we've created a robust benefits package that is market-leading, competitive offerings so you and your family can receive outstanding care. Please click here for an overview of the benefits available to you and your family.
Pay Range:
$39,600-$55,400
The base salary range for this position is listed above. This position is eligible to participate in the annual incentive plan which is based on company performance and individual performance. Compensation ranges are based on several factors including job function, level, and geographic location. Final offer amounts are determined by multiple factors including candidate experience, education, certifications, skill level and expertise, and may vary from the amounts listed here.
EEO Statement Wheels is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.
Wheels is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law. Wheels is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans.