Job Description:
JOB OVERVIEW
A Level I, Bilingual Driver Services Associate (DSA) is responsible for resolving customer inquiries in accordance with client guidelines, departmental procedures, product requirements and company policy across the core products supported in the call center. A Level I 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 - ESSENTIAL FUNCTIONS
- Must be able to effectively communicate resolution procedure and follow up on customer inquiries.
- The associate also must be able to handle difficult and demanding situations appropriately, correctly and efficiently.
- The associate is required to interpret client guidelines to make correct decisions for product inquiries and emergency situations.
- Must be able to read and understand simple to complex instructions, collaborate with other operating areas to successfully service the customer needs, and delight customers and display empathy.
- 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.
LEADERSHIP RESPONSIBILITIES- No Leadership responsibilities
COMPETENCIES - SKILLS
- Bilingual (Spanish and/or French) required.
- Typing 35+ words per minute.
- Working knowledge of Windows operating system.
- 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, meticulous, ability to handle multiple tasks simultaneously.
- Knowledge of automobile leasing industry is beneficial, but not required.
EDUCATION AND EXPERIENCE
- High School diploma or equivalent required
- 1-2 years call center experience can be beneficial, but not required.
- Minimum 1 year customer service experience, dealing with customers over the phone or in person, required.
JOB SPECIFICATIONS, PHYSICAL DEMANDS AND WORK ENVIRONMENT
Work Environment: This position is located in Wheels Canada office
Position Type/Standard Schedule: This is a full-time position, Monday through Friday.
Travel: No travel required
Physical Demands: The level and duration of physical exertion generally required to perform critical tasks in support of critical job functions, for example - sitting, standing, walking, lifting, carrying, reaching, pushing, and pulling.
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
We're proud to offer a competitive salary, extended health, dental and vison care, virtual heath, paid time off, & paid holidays, retirement with company match, exclusive discount programs, wellness programs, and more.
Pay Range:
$40,400-$56,500
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 geographic location. Final offer amounts are determined by factors including, but not limited to, experience, credentials, education, certifications, skill level required for the position, the scope of the position, and geographic location. Actual pay offered will be determined on a case-by-case basis.
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.
