Customer Service Representative

3 weeks ago

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

SUMMARY

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.


ESSENTIAL DUTIES AND RESPONSIBILITIES
include the following. Other duties may be assigned.

Customer Service
Understand fuel program features and benefits
Understand and anticipate 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

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

Administration/Other
Support Management with new account set-ups and other on-boarding tasks
Assist with new rollouts, renewals, and downsizings
Administer Cards and PIN ordering, cancellations, and transfers
Ensure billing and payment functions are completed accurately and on time
Review and escalate high-value or suspicious transactions
Run on-line vendor, FleetView, and internal reports as needed
Make appropriate determinations by using Fuel Profile system
Maintain central files for clients and vendors
Process restriction and limit changes
Update the fuel and vendor systems with additions and deletions
Set up and maintain International (Canada and Puerto Rico) accounts
Handle special client requests
Support organizational and department goals, objectives, and quality initiatives
Assist department Manager, Supervisor, and Coordinator with process improvements
Establish and maintain communication channels with clients, drivers, and other team members
Support continuous changes within Wheels and vendor systems

QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SKILLS/COMPETENCIES:
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

EDUCATION and/or EXPERIENCE
Associate Degree and/or minimum of 3 years relevant work experience
Strong hands-on experience with PCs, including Word and Excel

PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to talk and hear, and use hands and fingers to operate telephones and computers.

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