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Customer Service Representative

1 month ago

Des Plaines, Illinois, United States Wheels Full time
Job Description:

The role of the Fuel Management Administrator at Wheels Donlen is to execute all day-to-day activities around administration, billing, fraud prevention, and customer service for fuel card programs in the U.S., Canada, Puerto Rico, and the Caribbean.

In this role, the Fuel Management Administrator will build strong relationships with Account Executives, drivers, and fleets, understand their expectations, and ensure accuracy and high quality of all deliverables.

Working effectively in a team environment, with internal operating groups and vendors; managing client expectations, coordinating problem resolution, and implementing process improvement is critical to this role.

Key Responsibilities:
  • Provide exceptional customer service and support to drivers, fleets, and Account Executives
  • Understand fuel program features and benefits and communicate them effectively to clients
  • Anticipate and meet client needs and expectations
  • Interpret and follow up on various issues and tasks concerning Fuel Operations
  • Establish effective communication channels with drivers, co-workers, and vendors
  • Consistently maintain daily involvement with customer-related service issues
  • Support Department Manager, Supervisor, and Coordinator with clients' on-boarding
  • Respond to requests from clients, drivers, and internal departments
  • Partner with Account Executives, Account Managers, Fleets, and Drivers to handle inquiries and resolve issues
  • Ensure consistent performance within customer Service Level Agreements
  • Ensure Key Performance Index of 80% or higher
  • Effective online vendor system management
  • Quality Management
  • Maintain established quality and productivity standards
  • Follow and maintain documentation for department processes and procedures
  • Follow appropriate internal controls and protocols
  • Handle escalated issues and bring those to the Management attention
  • Ensure all calls are logged and tracked
  • Understand Wheels business rules and the downstream impact
Requirements:
  • Associate Degree and/or minimum of 3 years relevant work experience
  • Strong hands-on experience with PCs, including Word and Excel
  • Strong customer service and time management skills
  • Ability to deal with difficult customers and situations with minimal supervision
  • Observe high level of confidentiality
  • Ability to handle sensitive information in an ethical manner
  • Excellent interpersonal and telephone skills
  • Excellent listening skills
  • Excellent critical thinking skills
  • Effective written and oral communication skills
  • Ability to manage multiple projects and be a team player
  • Ability to handle multiple priorities and high volumes of work
  • Ability to work under pressure, maintain flexibility, and meet deadlines
  • Strong computer skills, including Word and Excel
  • Ability to interact with drivers, vendors, and various operational areas
  • Excellent relationship building skills