Driver Services Associate

Job Description:
**Job Description**:

- Job DescriptionThe role of the Driver Services Associate is to effectively and efficiently manage all aspects of executive fleets as well as other escalated issues within the Driver & Branch Contact Center Services that require special handling. A Driver Services Associate must have the ability to understand and execute exceptional service; this includes working effectively with internal departments, fleet offices and vendors and thinking creatively to come up with solutions that consider the client’s best interests in all situations. Communication, customer service, and thoroughness of work performed are critical elements of this position.
KEY RESPONSIBILITIES
- Ability to handle multiple tasks and prioritize effectively
- Must be able to handle difficult and demanding situations that require in depth research and root cause analysis
- Work toward 100% client satisfaction and retention
- Collaborate with other departments to ensure client needs are met including
- Continue to seek improvements to current processes, partner with other areas of the organization to execute
- Respond to verbal, written, and electronic inquiries accurately and within required service level timeframe
- Act as liaison to other business partners, internal departments and vendors
- Ability to effectively coach and develop agent performance and quality as needed
- Support special projects in the call center
- Ability to perform the work of frontline staff during peak times to maintain service level and protect driver outliers, including successful completion of agent product/skill certification training and skill assessments
- Ability to effectively coach and develop agent performance and quality as needed
- Other duties as assigned
SUPERVISORY RESPONSIBILITIES
- Assistance with floor coverage for helping associates by answering call questions or escalated inquiries, but no direct supervisory responsibility
Education and Experience
- Minimum of 3 years customer service experience
- Certification in all five Driver Services products preferred
- Strong analytical and problem solving skills. Experience analyzing, interpreting and summarizing complex data as it relates to call center technologies and processes
- Proven communication across all levels including front-line associates, management, peers, and senior management
- Bachelor’s degree preferred, or equivalent work experience
Skills and Abilities
- Change management - taking a concept, recommending a solution, and developing and implementing a plan
- Flexibility - adaptable and flexible to work environment, including but not limited to working the hours required to meet business needs, multi-tasking, and easily adapting to changes with mínimal notice
- Excellent written, verbal, and interpersonal skills
- Strong organizational skills and follow-through
- Proactively identify potential client or product issues
- Ability to handle multiple projects or tasks simultaneously
- Ability to learn and implement new systems, procedures, and business processes quickly
- 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 call center tools.
- Additional Job Description
Additional Job Description
Attachments
Business Process History
Additional Job Description

EEO Statement

Wheels Donlen is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.

Wheels Donlen 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.