Collision Response Specialist

Job Description:

JOB OVERVIEW

The role of a Collision Response Specialist is to seek and resolve information regarding collision issues/problems and provide support to the internal and external Wheels customers. Success depends on building relationships with internal & external customers, while exercising initiative, research skills, and flexibility. The basic function of this role is to provide Collision internal helpdesk support to Wheels personnel and Wheels’ customers. This role’s primary interactions will be with Account Executives and Account Managers who require Collision Services information, as well as acting in the role of the fleet administrator when designated to assist the Client and advisor in the repair process. Additional interactions will be with Clients, drivers, and vendors, as well as Collision advisors, Subrogation Specialists and the FNOL team as needed to support inquiries. Through these interactions, this position will see each transaction to completion, resolve client sensitive issues, and help identify trends. Based on interactions with other departments within Wheels, this position will have the responsibility for tracking and communicating service failures and providing support as a Subject Matter Expert to Collision Services.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS

• Internal helpdesk for Accident Services

• Handle service failure via Salesforce requests from personnel as it relates to drivers, Clients, and vendors.

• Evaluate, approve, and communicate Client process & profile changes

• Provide ad hoc analysis for internal requests

• Provide management reports for Collision Services Associates’ performance review, as requested.

• Liaison with operations to update and revise process documentation and act as Subject Matter Expert as required.

• Effectively communicate with management and quality team on issues that directly influence customer satisfaction, performance and quality.

• Liaison with Account Management & Client Services departments to support their efforts with clients on Collision.

• Provide communication within Collision Services regarding Client related service issues, new services for existing clients, and provide updates routinely in a standardized format.

• Act in the role of fleet contact for specific Clients, as assigned

• Provide Client support as needed within the repair process

• Assist Collision Repair Services as needed with repair and fleet approval calls.

• Help process or resolve one-off or other special requests to support Wheels’ Clients.

• Be available to assist within the department and with other groups and departments in Wheels.

• Other duties as assigned.

LEADERSHIP RESPONSIBILITIES

• This position has no managerial responsibilities.

COMPETENCIES - SKILLS

• Problem solver

• Negotiator

• Knowledgeable of systems & processes used in Repair Services

• Creative

• Objectivity

• Proficient in Windows and MS Office

• Excellent organizational skills

• Responsive

• Ability to manage multiple projects

EDUCATION AND EXPERIENCE

• High School degree

• Five (5) years automotive industry service experience

• Three (3) years customer service experience

• Two (2) years Collision Specialist preferred

• Two (2) years fleet industry knowledge/experience preferred

• ASE or ICAR certification a plus

• Bi-lingual English/Spanish or English/French a plus

JOB SPECIFICATIONS, PHYSICAL DEMANDS AND WORK ENVIRONMENT

Work Environment:  This position is remote however training may be in Illinois in a professional office environment.

Positions Type/Standard Schedule:  This is a full-time position, Monday through Friday.

Travel:  No Travel required for this position except for initial training

Physical Demands:  Speak, hear, and see, and to use hand and fingers for computer keyboard and phone. Sit or stand for extended periods of time.

DISCLAIMER

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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:

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.