Driver Services Associate I

Job Description:

JOB OVERVIEW

A Level I, Driver Services Associate (DSA) is responsible for resolving customer inquiries in accordance with client guidelines, departmental procedures, product requirements and company policy across the core products supported in the call center. A Level I DSA will answer inbound calls and make outbound calls 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.
• The associate also must be able to handle difficult and demanding situations appropriately, correctly and efficiently.
• The associate is required to interpret client guidelines to make correct decisions for product inquiries and emergency situations.
• Must be able to read and understand simple to complex instructions, collaborate with other operating areas to successfully service the customer needs, and delight customers and display empathy.
• 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.

LEADERSHIP RESPONSIBILITIES

• There are no leadership responsibilities for this role

COMPETENCIES - SKILLS

• 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
• Self-starter, detail oriented, ability to handle multiple tasks simultaneously
• Knowledge of automobile leasing industry is beneficial, but not required

EDUCATION AND EXPERIENCE

• High School diploma or GED required
• One (1) to two (2) years call center experience can be beneficial, but not required.
• One (1) to two (2) years’ experience in dealing with customers, over the phone or in person.

CORE VALUES

At Wheels, we believe in fostering a culture that is built on our Core Values and Guiding Principles. We cultivate a culture of excellence and innovation by upholding these values, driving our collective success and growth.

• Integrity – Always act with integrity and honesty.
• One Team – Treat others with dignity and respect; act as a cohesive, inclusive and accountable team that is making a difference.
• Innovation – Drive continuous improvement, spark creativity and embrace next generation thinking.
• Customer Success – Ensure that customer and driver success is at the heart of everything we do.

CULTURAL ATTRIBUTES

At Wheels, our culture guides us how we work every day, and we look for team members who show these behaviors:

• Discipline Drives Quality – Plan the Trip: Think proactively, hold a high bar, follow through by leveraging experience and systems. To produce quality outcomes, we must be intentional and deliberate in everything we do, from big bets to daily execution.
• Intellectually Curious – Fuel Your Minds: Be bold, challenge assumptions, think differently, look outside the box. Strive to unlock your own thinking and create new possibilities.
• Commit and Deliver – Own It: Take responsibility for your work, from start to finish, and be accountable for the results. Think and act like an owner of the business.
• Relationships Matter – Share the Ride: Trust is central, both with key internal and external stakeholders. Relationships are not a side effect of work but a driver of success.

JOB SPECIFICATIONS, PHYSICAL DEMANDS AND WORK ENVIRONMENT

Work Environment: This position is in Georgia or Illinois and operates in a professional office environment.
Position Type/Standard Schedule: This is a full-time position. Please be advised that your training schedule is 7am (CT) – 3:45pm (CT) for seven (7) to nine (9) weeks, depending on your progress. In regards to your initial work schedule, once training is completed your start time may be as early as 6:00 am (CT) and your end time may be as late as 9:00 pm (CT), and will include a weekend day.
Travel: Travel is not required for this role.
Physical Demands: While performing the duties of this job, the employee must regularly talk and hear, and use hands and fingers to operate call center tools.

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:

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.