Customer Service Support Specialist

1 week ago


Alpharetta, United States Wheels Full time
Job Description:

As a key member of the Wheels team, the Customer Service Support Specialist will play a vital role in delivering exceptional customer satisfaction through timely and accurate completion of customer service requests. The ideal candidate will possess excellent communication skills, a strong attention to detail, and the ability to work effectively in a fast-paced environment.

Key Responsibilities:
  • Provide administrative and operational support to Account Managers, ensuring seamless communication and collaboration.
  • Enter customer requests into the CRM tool and follow them through to completion, ensuring timely resolution and customer satisfaction.
  • Assist in managing open CRM requests, ensuring cases and associated tasks remain current and do not go overdue.
  • Respond to customers on follow-up communications related to non-strategic matters, as instructed by the team.
  • Follow up with customers on requirements to fulfill requests initiated by internal departments.
  • Process customer-driven driver/vehicle data changes, including license and title state changes, license and title requests, and associated transportation requests.
  • Assist with the follow-up with internal operational groups and drivers, as instructed.
  • Track customer and internal metrics, and assist with answering overflow customer telephone calls during peak call times.
  • Create new reports and generate recurring reporting in support of customer requests.
  • Create/Update/Maintain Customer Profiles, as instructed.
  • Assist with customer hierarchy structure changes that impact customer reporting, billing, permissions, pool naming conventions, etc.
  • Process maintenance agreement changes, maintenance document requests, and used vehicle fair market value quote requests.
  • Scan and index documents as required, and escalate issues that impact service delivery.
  • Display a positive and professional attitude at all times.
Requirements:
  • Associate Degree preferred or equivalent work experience.
  • Fleet Management Industry experience a plus.
  • One to two years of previous Customer Service Experience.
Preferred Requirements:
  • Aptitude for customer service and a high degree of professionalism.
  • Diplomacy, tact, and grace under pressure when working through urgent customer issues.
  • Outstanding verbal and written communications skills, time management skills, and excellent attention to detail.
  • Ability to be flexible and adapt quickly in a fast-paced environment.
  • Team player with strong collaborative skills.
  • Energetic and proactive, with a driven, self-starter attitude.
  • Proficient in Microsoft Word, Excel, PowerPoint, and Outlook.
  • Proficient in mail merge and ability to cross-reference spreadsheets/worksheets within Excel.
Work Environment:
  • Hybrid - Office Setting with Work From Home Flexibility.
  • Up to 20% Travel Requirement.


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