Hybrid Driver Services Associate bei WHEELS
WHEELS · Remote - United States, Vereinigte Staaten Von Amerika · Hybrid
- Optionales Büro in Remote - United States
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.
- There are no leadership responsibilities for this role
- 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
- High School diploma or equivalent 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.
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:
$31,400-$44,000The 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.