Customer Service Support Specialist

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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 Donlen is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.
Wheels Donlen 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.