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Customer Support Associate

2 months ago

Mississauga, Ontario, Canada Wheels, LLC Full time

Job Summary

We are seeking a highly skilled Customer Support Specialist to join our team at Wheels, LLC. As a key member of our operations team, you will provide administrative and operational support to our Account Managers, ensuring seamless customer satisfaction through accurate and timely completion of customer service requests.

Key Responsibilities

  • Enter customer requests in our CRM tool and follow them through to completion
  • Assist in managing open CRM requests to ensure 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 and complete all tasks assigned by the Customer and Account Manager, including but not limited to:
    • Associated license and title state changes
    • License and title requests
    • Associated transportation requests with moving active vehicles to a new location or in and out of storage locations
    • Associated divert requests with redirecting on-order vehicles to a new location
    • Mass driver/vehicle uploads
    • Enrollment of maintenance-only vehicles
    • Vehicle termination requests
  • Assist with follow-up with internal operational groups and drivers as instructed
  • 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 Used Vehicle Fair Market Value (FMV) Quote requests via automated system
  • Scan and index documents as required
  • Escalate issues that impact service delivery

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 along with 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: a driven, self-starter who can work independently and as part of a team
  • Proficient in Microsoft Word, Excel, PowerPoint, and Outlook (required)
  • Proficient in mail merge
  • Ability to cross-reference spreadsheets/worksheets within Excel

Education and/or Experience

  • Associate Degree preferred or equivalent work experience
  • Fleet Management Industry experience a plus
  • One to two years of previous Customer Service Experience
  • Excellent verbal and written communications skills
  • French language proficiency desired

Work Environment

  • 20% Travel
  • Hybrid: in-office & remote