DSC Mentor/Coach

Job Description:

The Mentor/Coach role is responsible for improving and ensuring quality interactions between Driver Services Associates and customers by completing monthly call evaluations, training bay support, new hire onboarding, product skill certifications and re-certifications, and additional targeted evaluations and research as directed by the management team. This position will identify specific areas of improvement encompassing training and quality, always focusing on the performance, knowledge, and quality associated with the client's expectations and employee’s development. Based on interactions with other departments within Wheels, this position will have the responsibility for tracking and communicating training requirements and provide support as a Subject Matter Expert to training initiatives. Responsibilities for this position include but are not limited to development and implementation of post-training, new hire and re-certification mentor programs including training content, customer service, applicable systems and transactions. This role will also monitor employee quality within Customer Service Operations and observe agent performance in a real time/recorded environment. The responsibilities include but are not limited to call monitoring of all Driver Services employees and measuring call quality against standard department guidelines and benchmarks.

• Completion of assigned monthly evaluations for Driver Services Associates
• Additional evaluations as requested by management.
• Evaluation of overall performance opportunities and identifying recommendations for improving results
• New Hire and new product training bay support and skill certifications
• Coordinating calibration sessions with management and coaches
• Delivering coaching feedback as needed to supplement management coaching responsibilities.
• On-going assessment of the Quality Monitoring process and identifying opportunities to improve and advance the overall driver experience.
• Other duties may be assigned including, but not limited to:
• Participation on projects pertaining to Quality measurement, improvement, and delivery.
• Supporting product-specific initiatives
• Call escalations or research requests
• Reviewing, editing, approving profile updates sent to the CSO Quality email box.
• Ad-hoc and monthly reporting on Quality performance and trending
• Assist with development, implementation, and tracking of contests that impact or include Quality performance
• Providing back-up support for driver phone calls during peak times

• Assistance with floor coverage for helping associates by answering call questions or escalated inquiries; however, there is no direct supervisory responsibility.

• Successful certification in at least four of the five core DSC products (MAP, Collision, Ordering, Driver Assistance, Title and Registration)
• Proficiency with Microsoft Office, including Outlook, Excel, and Word
• Prior call center experience
• Knowledge of Salesforce
• Familiarity with Quality Assurance processes, including but not limited to call evaluation, targeted coaching, and delivery of coaching feedback.
• Effective communication and decision-making skills
• Ability to use analytical skills to anticipate training and coaching needs.
• Positive influence and role model
• Results oriented.
• Team player
• Flexible and adaptable; including work hours, multiple work responsibilities, ad-hoc requests, and in providing support to other areas/departments.

• High School Diploma required,bachelor's degree preferred
• Three (3) to five (5) years of relevant customer service, quality or training experience.
• Previous fleet industry knowledge/experience preferred.

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.