Customer Support Representative - Canada
Wheels, Inc.
Mississauga Ontario
Salary: Neg Per Hour
KEY RESPONSIBILITIES
- Enter customer requests in CRM tool and follow them
through to completion.
- Assist in managing open CRM requests to ensure cases
and associated tasks remain current and do not go overdue.
- Respond back to customers on follow up communications
related to non-strategic matters as instructed by team.
- Follow up with customers on requirements to fulfill
requests initiated by internal departments.
- Process and complete all tasks as assigned by the
Customer and Account Manager including but not limited to:
- Associated license and title state changes
- License and title requests
- Associated transportation requests with moving active
vehicles to a new location or in and out of storage locations
- Associated divert requests with redirecting on order
vehicles to a new location.
- Mass driver/vehicle uploads
- Enrollment of maintenance only vehicles
- Vehicle termination requests
- Assist with the follow up with internal operational
groups and drivers as instructed. on:
- Assist with answering overflow customer telephone calls
during peak call times.
- Create new reports and generate recurring reporting in
support of customer requests.
- Create/Update/Maintain Customer Profiles as instructed.
- Assist with customer hierarchy structure changes that
impact customer reporting, billing, permissions, pool naming conventions,
etc.
- Process Used Vehicle Fair Market Value (FMV) Quote
requests via automated system.
- Scan and index documents as required.
- Escalate issues that impact service delivery.
SKILLS/COMPETENCIES
- Aptitude for customer service and a high degree of
professionalism
- Diplomacy, tact and grace under pressure when working
through urgent customer issues.
- Outstanding verbal and written communications skills
- Time management skills along with excellent attention
to detail
- Ability to be flexible and adapt quickly in a
fast-paced environment.
- Team player with strong collaborative skills
- Energetic and pro-active: a driven, self-starter who
can work independently and as part of a team.
- Proficient in Microsoft Word, Excel, Power Point and
Outlook (Required)
- Proficient in mail merge
- Ability to cross reference spreadsheets/worksheets
within Excel.
EDUCATION AND/OR
EXPERIENCE
- Associate Degree preferred or equivalent work
experience
- Fleet Management Industry experience a plus
- One to two years of previous Customer Service
Experience
- Excellent verbal and written communications skills
- French language proficiency desired
WORK ENVIRONMENT
- Twenty percent Travel
- Hybrid- in office & remote
Job Overview
Posted Date: 18 Dec 2024
Location: Mississauga Ontario
Salary: Neg Per Hour
Company Information
Wheels, Inc.
Name: Wheels, Inc.
Web: https://www.wheels.com/