Driver Services Associate Level III

2 weeks ago

Des Plaines, United States Wheels Full time

Job Description:JOB OVERVIEWA Level III Driver Services Associate is able to perform all job functions within the Driver Services department including supporting inbound driver emails and calls on all products and services, roadside follow-up, and executive desk ordering and follow-up. Additionally, a Level III associate is expected to provide floor level support for the daily operation of the Driver Services call center. They will assist with monitoring call queues and phone statuses on weekends, mentor new driver services associates both during and after training bay and assist with questions that come in via the team lead line or teams group chat. They are expected to escalate as necessary to a member of the management team. A Level III DSA must have the ability to understand and execute exceptional service; this includes thinking creatively to come up with solutions that consider the client's best interests in all situations. Communication, customer service, and thoroughness of work performed are critical elements of this position.The multi-skilled, high volume environment of the contact center requires this position to utilize all necessary tools to ensure standards established by our clients and internal operating areas are achieved. The successful candidate may also assist with other activities requiring research and follow up.KEY RESPONSIBILITIESThis position has a set schedule of Sun/Mon/Wed/Thurs as a 4x10. Hours are 6:45pm-5:30am Provide lead line support during shiftAbility to handle multiple tasks and prioritize effectivelyMust be able to handle difficult and demanding escalations that require in depth research and root cause analysisContinue to seek improvements to current processes, partner with other areas of the organization to executeAct as liaison to other business partners, internal departments, and vendorsCollaborate with other departments to ensure client needs are metContinue to seek improvements to current processes, partner with other areas of the organization to executeSupport special projects in the call centerHandle inbound driver inquiries via phone or emailRespond to verbal, written, and electronic inquiries within required service level timeframeNotify drivers via outbound call and/or email as requiredHandle and respond to emails as part of Fleet Admin/Driver Outreach process via SalesforceApprove/process Interim Rental requestsRespond to inquiries received from internal and external customer across multiple mailboxes/queuesMaintain client spreadsheets and contact drivers for required information Handle all assigned cases that could not achieve first call resolution, working them to completion and resolution for the customerSupport Branch Assist and Custom Client inquiries via inbound phone calls and emailsManage Roadside Follow Up responsibilities in Driver Services with a focus on "no driver left behind" - includes administration of licenses, audits, and billing assistanceManage process of supporting our vendors on initiatives - includes Honk, Car Keys Express, Hertz, etc.Education and ExperienceMinimum of 3 years customer service experienceCertification in all Driver Services products requiredStrong analytical and problem-solving skills. Experience analyzing, interpreting and summarizing complex data as it relates to call center technologies and processesProven communication across all levels including front-line associates, management, peers, and senior managementHigh School diploma or equivalent requiredBachelor's degree preferred, or equivalent work experienceSkills and AbilitiesChange management - taking a concept, recommending a solution, and developing and implementing a planFlexibility - adaptable and flexible to work environment, including but not limited to working the hours required to meet business needs, multi-tasking, and easily adapting to changes with minimal noticeExcellent written, verbal, and interpersonal skillsProactively identify potential client or product issuesAbility to handle multiple projects or tasks simultaneouslyAbility to learn and implement new systems, procedures, and business processes quicklyPhysical DemandsWhile performing the duties of this job, the employee is regularly required to talk and hear, and use hands and fingers to operate call center tools. EEO StatementWheels 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.

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