Address
Form of work
SalaryJob Description:
WHEELS, INC.
Job Description
Job Title: Customer Support Specialist
Department: Client Services
Reports To: Manager, Client Services
Prepared Date: June 2023
Approval-Dept. Mgr/Dir: Customer Support Supervisor, Client Services
JOB OVERVIEW
Provides administrative and operational support to Account Managers. The role focuses on the delivery of customer satisfaction through accurate and timely completion of customer service requests. These requests are addressed via interaction with other operating departments and through the utilization of CRM tool and Fleetview portal.
The position of Customer Support Specialist is a developmental role that provides a foundation for building the skills necessary to become an Associate Account Manager.
KEY RESPONSIBILITIES
- Enter customer requests in CRM tool and follow them through to completion
- Assist in managing open CRM requests to ensure cases and associated tasks remain current and do not go overdue
- Respond back to customers on follow up communications related to non-strategic matters as instructed by team
- Follow up with customers on requirements to fulfill requests initiated by internal departments
- Process and complete all tasks as assigned by the Customer and Account Manager including but not limited to:
- Associated license and title state changes
- License and title requests
- Associated transportation requests with moving active vehicles to a new location or in and out of storage locations
- Associated divert requests with redirecting on order vehicles to a new location
- Mass driver/vehicle uploads
- Enrollment of maintenance only vehicles
- Vehicle termination requests
- Assist with the follow up with internal operational groups and drivers as instructed. on:
- Assist with answering overflow customer telephone calls during peak call times
- Create new reports and generate recurring reporting in support of customer requests
- Create/Update/Maintain Customer Profiles as instructed
- Assist with customer hierarchy structure changes that impact customer reporting, billing, permissions, pool naming conventions, etc.
- Process Used Vehicle Fair Market Value (FMV) Quote requests via automated system
- Scan and index documents as required
- Escalate issues that impact service delivery
SKILLS/COMPETENCIES
- Aptitude for customer service and a high degree of professionalism
- Diplomacy, tact and grace under pressure when working through urgent customer issues
- Outstanding verbal and written communications skills
- Time management skills along with excellent attention to detail
- Ability to be flexible and adapt quickly in a fast-paced environment
- Team player with strong collaborative skills
- Energetic and pro-active: a driven, self-starter who can work independently and as part of a team
- Proficient in Microsoft Word, Excel, Power Point and Outlook (Required)
- Proficient in mail merge
- Ability to cross reference spreadsheets/worksheets within Excel
EDUCATION AND/OR EXPERIENCE
- Associate Degree preferred or equivalent work experience
- Fleet Management Industry experience a plus
- One to two years of previous Customer Service Experience
- Excellent verbal and written communications skills
WORK ENVIRONMENT
- Office Setting/Flexible Work from Home
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.
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.
