Customer Support Specialist

Customer Support Specialist

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.

Key Responsibilities - Essential Functions

• Client and Driver Communication:
• 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.
• Request and Task Management:
• 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.
• System and Data Management:
• 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.
• Performance Standards:
• 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.

Leadership Responsibilities

• This position has no leadership responsibilities.

Competencies - Skills

• 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.

Education and Experience

• 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

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 hybrid position is located in Georgia or Illinois and operates in a professional office environment. Position Type/Standard Schedule: This is a full-time position, Monday through Friday. Travel: No travel is required Physical Demands: While performing the duties of this job, the employee must regularly speak, hear, and see, and operate a computer, keyboard, mouse, and phone. Sit or stand for extended periods of time.

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.

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.