Driver Services Associate

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:

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.