Customer Service Support Specialist - Wheels : Job Details

Job Description:General ResponsibilitiesProvides 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 completionAssist in managing open CRM requests to ensure cases and associated tasks remain current and do not go overdueRespond back to customers on follow up communications related to non-strategic matters as instructed by teamFollow up with customers on requirements to fulfill requests initiated by internal departmentsProcess customer driven driver/vehicle data changes to include but not limited to:Associated license and title state changesLicense and title requestsAssociated transportation requests with moving active vehicles to a new location or in and out of storage locationsAssociated divert requests with redirecting on order vehicles to a new locationMass driver/vehicle uploadsEnrollment of maintenance only vehiclesVehicle termination requestsAssist with the follow up with internal operational groups and drivers as instructed. on:Track customer and internal metricsAssist with answering overflow customer telephone calls during peak call timesCreate new reports and generate recurring reporting in support of customer requestsCreate/Update/Maintain Customer Profiles as instructedAssist with customer hierarchy structure changes that impact customer reporting, billing, permissions, pool naming conventions, etc.Process maintenance agreement changesProcess Maintenance Document requests (i.e. maintenance coupon books)Process Used Vehicle Fair Market Value (FMV) Quote requests via automated systemScan and index documents as requiredEscalate issues that impact service deliveryDisplay a positive and professional attitude at all timesMandatory RequirementsAssociate Degree preferred or equivalent work experienceFleet Management Industry experience a plusOne to two years of previous Customer Service ExperiencePreferred RequirementsAptitude for customer service and a high degree of professionalismDiplomacy, tact and grace under pressure when working through urgent customer issuesOutstanding verbal and written communications skillsTime management skills along with excellent attention to detailAbility to be flexible and adapt quickly in a fast-paced environmentTeam player with strong collaborative skillsEnergetic and pro-active: a driven, self-starter who can work independently and as part of a teamProficient in Microsoft Word, Excel, Power Point and Outlook (Required)Proficient in mail mergeAbility 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.