Wheels, Inc.

Compensation

Full Description

Job Description: JOB OVERVIEW The Driver Services Associate (DSA) is responsible for resolving customer inquiries in accordance with client guidelines, departmental procedures, product requirements and company policy. Driver Services products include Maintenance, Collision, Order Administration, Registration and Driver Assistance. DSA will answer inbound calls and make outbound calls in an exceptional service manner to ensure customer satisfaction. In this role, the associate must be able to make decisions and resolve issues, adhere to daily schedule as assigned, accept direction and feedback from management, and respond with sense of urgency to meet service levels and minimize customer wait time. KEY RESPONSIBILITIES Must be able to effectively communicate resolution procedure and follow up on customer inquiries. In this role, the associate also must be able to handle difficult and demanding situations appropriately, correctly and efficiently. This role requires the associate to interpret client guidelines to make correct decisions for product inquiries and emergency situations, read and understand simple to complex instructions, collaborate with other operating areas to successfully service the customer needs, and delight customers and display empathy Lastly, the associate must be able to read and understand simple to complex instructions and successfully execute and deliver high quality service over the phone and through written communication. SKILLS/COMPETENCIES Working knowledge of Windows operating system Typing 35+ words per minute Strong Customer Service skills Excellent communication skills, both soft skills and influencing skills Able to deal with difficult and irate customers Knowledge of how ACD (call center) environment operates is a plus Knowledge of Salesforce case management is beneficial, but not required Self-starter, detail oriented, ability to handle multiple tasks simultaneously Knowledge of automobile leasing industry is beneficial, but not required 1-2 years experience in dealing with customers, over the phone or in person EDUCATION and/or EXPERIENCE High School diploma or equivalent required College graduate preferred 1-2 years call center experience can be beneficial, but not required PHYSICAL DEMANDS & WORK ENVIRONMENT While performing the duties of this job, the employee is regularly required to talk and hear, and use hands and fingers to operate call enter tools 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: $31,400-$44,000 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. Together Let’s Go Far At Wheels, we believe that—together, as one team—we can achieve amazing things for our clients, for our team, and for our business. We have brought together an incredibly talented, diverse team of dynamic and innovative professionals who share a single-minded passion for leading customer service and client success. We value people who are courageous, determined, innovative and committed to doing the right thing. When you join our team, you’ll work alongside teammates who are passionate, friendly and smart. We foster a welcoming and inclusive environment for all, and we’re committed to helping one another continuously learn and grow. If you are interested in joining our team and helping us define the future of our industry, please check out our open positions here. Together Let’s Go Far.