Bilingual Driver Services Associate I

Job Description:

JOB OVERVIEW A bilingual Driver Services Associate II (DSA) is responsible for resolving customer inquiries following client guidelines, departmental procedures, product requirements and company policy across all products supported in the call center. A DSA II will answer inbound driver inquiries via phone and email 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 - ESSENTIAL FUNCTIONS

• Must be able to effectively communicate resolution procedure and follow up on customer inquiries. In this role, the associate also must be able to oversee 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.
  • Respond to verbal, written, and electronic inquiries within required service level timeframe.
  • Notify drivers via outbound call and/or email as needed.
  • Handle and respond to emails as part of Fleet Admin/Driver Outreach process via Salesforce.
  • Approve/process Interim Rental requests.
  • Respond to inquiries received from internal and external customer across multiple mailboxes/queues.
  • Maintain client spreadsheets and contact drivers for required information.
  • Manage all assigned cases that could not achieve first call resolution, working them to completion and resolution for the customer.
  • Support Branch Assist and Custom Client inquiries via inbound phone calls and emails
  • Other duties as assigned

LEADERSHIP RESPONSIBILITIES

• There are no leadership responsibilities for this position.

COMPETENCIES - SKILLS

• Bilingual (Spanish and/or French)
• 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.
• Initiative-taker, meticulous, ability to manage multiple tasks simultaneously.

EDUCATION AND EXPERIENCE

• High School diploma or equivalent required
• 1-2 years call center experience can be beneficial, but not required.
• Minimum of 2 years customer service experience
• Certification in all Driver Services products required.
• Knowledge of automobile leasing industry is beneficial, but not required.

JOB SPECIFICATIONS, PHYSICAL DEMANDS AND WORK ENVIRONMENT Work Environment: This position is in Des Plaines, IL and operates in a professional office environment Position Type/Standard Schedule: This is a full-time position, Monday through Friday. Travel: No travel required for this role. Physical Demands: The level and duration of physical exertion generally required to perform critical tasks in support of critical job functions, for example - sitting, standing, walking, lifting, carrying, reaching, pushing, and pulling. DISCLAIMER

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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:

$36,700-$51,300

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.