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Customer Support Specialist

Wheels

Schaumburg, Illinois

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JOB DETAILS
SKILLS
Car Rentals, Communication Skills, Cost Control, Cross-Functional, Customer Relationship Management (CRM) Systems, Customer Retention/Renewal, Customer Satisfaction, Customer Support/Service, Customer/Client Research, Data Management, Detail Oriented, Develop and Maintain Customers, Establish Priorities, Follow Through, High School Diploma, Identify Issues, Insurance, Leadership, Mathematics, Microsoft Office, Multitasking, Performance Metrics, Presentation/Verbal Skills, Problem Solving Skills, Rentals, Sales, Sales Management, Salesforce.com, Spanish Language, Standard Operating Procedures (SOP), Systems Administration/Management, Tactical Communications, Time Management, Training/Teaching, Truck Driver, Vehicle Driving, Writing Skills
LOCATION
Schaumburg, Illinois
POSTED
7 days ago
Job Description:

JOB OVERVIEW

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.
  • Perform other duties as assigned or required per the client profile.

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 Co

About the Company

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Wheels

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