Associate Account Manager

Job Description:

JOB OVERVIEW

At Wheels, we’re shaping the future of mobility by delivering experiences our customers love and moving businesses forward through passionate people and creative solutions. As an Associate Account Manager, you’ll be part of that journey supporting the teams and clients who make it possible.

This highly visible role sits within our Client Services organization and is designed as a developmental position providing the foundation to grow into a future Account Manager. You’ll work alongside Account Managers, Fleet Consulting Executives, and key operational teams to ensure clients receive the highest level of service and support.

Your work will contribute directly to 100% client retention by ensuring continuity, accuracy, and responsiveness across a shared account portfolio. From managing inquiries and executing transactions to preparing reports, conducting research, and providing analytical and administrative support, you’ll help deliver the quality and consistency our clients expect even in a fast-paced, dynamic environment.

Success in this role requires curiosity, attention to detail, and a strong sense of ownership. You’ll need to build internal relationships, stay agile across shifting priorities, and bring discipline to every task. If you're eager to learn, ready to contribute, and passionate about delivering customer service that moves businesses forward, this is your opportunity to grow at Wheels.

KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS

• Actively building knowledge and skills within the role to confidently transition into the next phase of account management.
• Conduct research, collect data, update status events, and prepare appropriate reporting based upon specific client parameters.
• Respond to clients and internal customers within established service level standards, exercising judgment to prioritize inquiries, resolve issues, and escalate complex matters when necessary.
• Improve process improvements that benefit clients and/or increase Wheels efficiency.
• Develop and maintain SOPs for custom and standard business processes for both internal processes as well as client-specific processes.
• Meet or exceed all departmental driven and Salesforce KPIs.
• Provide coverage and perform duties as required for team member(s) during planned and unplanned absences.
• When providing back up for a colleague build a strong relationship with the assigned client fleet contact by establishing and facilitating a regular cadence of Action Register calls and ensure items documented are progressing to completion.
• Obtain a working knowledge and be flexible in their role.
• Foster cross-functional collaboration and a broad understanding of team and departmental roles.
• Actively manage and cultivate strong client relationships.
• Learn foundational systems, policies, and procedures upon entering the business, while continuously staying current with updates to ensure ongoing effectiveness.
• Other duties as assigned.
• Maintain confidentiality of received information.

LEADERSHIP RESPONSIBILITIES

• No direct management responsibilities, but will provide day-to-day guidance and feedback

COMPETENCIES - SKILLS

• Thorough knowledge of clients and service offerings.
• Able to identify and understand internal and external client needs.
• Committed to success of coworkers and organization.
• Demonstrate integrity, enthusiasm, and a willingness to be involved and make a difference.
• Strong written and oral skills to collaborate effectively with clients and internal/external organizations.
• Strong organizational skills and attention to detail.
• Strong time management, able to manage multiple tasks, and consistently communicate results.
• Intermediate proficiency in Microsoft Office Suite.
• Intermediate proficiency in math.
• Diplomacy, tact, and grace under pressure when working through challenging and/or urgent customer issues.
• 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
• 1-2 years of relevant customer service experience
• Intermediate to Advanced Proficiency in Microsoft Excel
• Salesforce experience preferred

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 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: Minimal travel may be 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.

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.