Customer Service Support Specialist - Wheels
Schaumburg, IL
About the Job
Job Description:
General Responsibilities
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 CARE (Web based Customer Relationship Management (CRM) Tool) and FleetWeb.
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 customer driven driver/vehicle data changes to include 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:
Track customer and internal metrics
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 maintenance agreement changes
Process Maintenance Document requests (i.e. maintenance coupon books)
Process Used Vehicle Fair Market Value (FMV) Quote requests via automated system
Scan and index documents as required
Escalate issues that impact service delivery
Display a positive and professional attitude at all times
Mandatory Requirements
Associate Degree preferred or equivalent work experience
Fleet Management Industry experience a plus
One to two years of previous Customer Service Experience
Preferred Requirements
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 skillsTime 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 (i.e. vlookup)
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.
General Responsibilities
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 CARE (Web based Customer Relationship Management (CRM) Tool) and FleetWeb.
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 customer driven driver/vehicle data changes to include 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:
Track customer and internal metrics
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 maintenance agreement changes
Process Maintenance Document requests (i.e. maintenance coupon books)
Process Used Vehicle Fair Market Value (FMV) Quote requests via automated system
Scan and index documents as required
Escalate issues that impact service delivery
Display a positive and professional attitude at all times
Mandatory Requirements
Associate Degree preferred or equivalent work experience
Fleet Management Industry experience a plus
One to two years of previous Customer Service Experience
Preferred Requirements
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 skillsTime 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 (i.e. vlookup)
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.
Source : Wheels
