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Customer Support Associate

2 months ago

Mississauga, Ontario, Canada Wheels, LLC Full time

About the Role

We are seeking a highly skilled and detail-oriented Customer Support Specialist to join our team at Wheels, LLC. As a key member of our support team, you will play a critical role in delivering exceptional customer service and ensuring the timely completion of customer service requests.

Key Responsibilities

  • Enter customer requests into 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