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