Customer Support Specialist at Wheels, LLC in Schaumburg, IL

Job description

• At Wheels, we’re moving businesses forward by delivering mobility experiences our customers love powered by passionate people who bring creative solutions to life. As a Customer Support Specialist, you’ll be an essential part of that mission, ensuring every client and driver interaction reflects our high standards of service, care, and follow-through.
• This role plays a critical part in supporting client satisfaction and retention, working in close partnership with Account Managers and operational teams to execute client and driver requests with accuracy and urgency. You’ll serve as a reliable advocate and point of contact, helping to deliver a consistent and exceptional experience across every touchpoint.
• Task management is at the core of this role you'll be responsible for organizing, tracking, and completing a high volume of activities that directly impact client outcomes. In a fast-paced, detail-driven environment, success depends on your ability to prioritize effectively, follow through consistently, and respond with both clarity and care.
• If you take pride in service, value strong relationships, and thrive on staying one step ahead, this is your opportunity to contribute meaningfully to our clients’ success and be part of a team shaping the future of mobility.

Responsibilities

• Collaborate with a diverse portfolio of clients.
• Respond to client and driver communications related to tactical matters as instructed.
• Follow up with clients and drivers to fulfill requests initiated by internal departments.
• Address incoming replacement requests such as fuel, insurance, compliance, and MAP passports.
• Answer multi-channel inquiries (telephony, email, FleetView, VIM application).
• Provide backup for other associates as designated by leadership.
• Enter and manage customer requests in CRM and internal systems.
• Process and complete tasks including license and title requests, vehicle transportation, vehicle remarketing, mass driver/vehicle uploads, and more.
• Assist with follow-up on tasks and requests, ensuring timely execution.
• Make strategic decisions on clients’ behalf, such as keep/sell vehicle recommendations, placing drivers in rentals, and surplus utilization.
• Manage drivers in rentals to maximize fleet efficiency and cost containment.
• Escalate issues to the Supervisor and appropriate personnel as needed.
• Maintain and update client profiles and standard operating procedures.
• Execute and run reports as required.
• Demonstrate effective use of applications including, but not limited to Salesforce, Fleetview, P2P.
• Maintain confidentiality of received information.
• Meet Salesforce KPIs as set by Client Services.
• Uphold established performance guidelines.
• Support the organization's mission and goals.
• Proactively identify client issues and notify the Supervisor in a timely manner.
• Perform other duties as assigned or required per the client profile.

Requirements

• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office Suite.
• Intermediate proficiency in math.
• Strong time management skills and attention to detail.
• Diplomacy, tact, and grace under pressure when working through challenging and/or urgent client or driver issues.
• Foster cross-functional collaboration.
• Ability to be flexible and adapt quickly in a fast-paced environment.
• Can work independently with minimal assistance and/or as part of a team.
• Ability to provide sound problem solving, analysis, and critical thinking to draw appropriate conclusions.
• Ability to set and manage multiple priorities and tasks simultaneously in a demanding environment.
• High School Diploma required; Bachelor's degree preferred
• Minimum of 1 year of customer service experience in a high-volume, multi-tasking environment.
• Salesforce experience preferred
• Spanish language proficiency desired

Skills

Required

• Proficiency in Microsoft Office Suite
• Intermediate proficiency in math
• Foster cross-functional collaboration

Preferred

• Salesforce experience
• Spanish language proficiency

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.
• $40,500-$56,700
• 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.