Truck Renewal Specialist

Job Description:

JOB OVERVIEW

The Truck Renewal Specialist is responsible for the timely management of registration renewals and replacement requests. They will provide expert level customer service support to internal stakeholders and external drivers/clients. Manage vendor oversight and deliverables, ensuring necessary documentation is provided and resolving obstacles in a timely manner while maintaining integrity in a fast-paced, high-volume transaction environment.

KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS

• Manges expiring vehicle registrations for assigned states either on-line, directly with the state or using third party vendors within established timelines.

• Applies for, processes and follows-up on duplicate registrations, plates and decals for clients on replacement services for assigned states either on-line, directly with the state or using third party vendors within established timelines.

• Scans and validates incoming registrations, plates and replacements with accuracy and efficiency.

• Meets Client SLAs.

• Maintains L&T Renewal and Replacement Queues with proper statuses.

• Investigate and determine root cause of issues or failures and work to reduce exposure that could result in an operational loss.

• Meets KPI measurement goals associated with managing queues, Service Cloud cases, Ops losses, escalations, etc.

• Writes, edits, researches and manages content regarding state specific regulations.

• Assists with special requests, reports, incoming calls and questions concerning registration services.

• Answer incoming calls and respond to customer emails

• Work with third party vendors as needed

• Gains an understanding of the License and Title Operations as a whole and how it fits into the business via trainings

• Assists others in the department and throughout Operations during peak periods and to cover absences.

• Other duties and responsibilities as assigned.

LEADERSHIP RESPONSIBILITIES

• This role is an individual contributor position

COMPETENCIES - SKILLS

• Relationship Building

• Tech savvy

• Time management

• Adaptability

• Accountability

• Solution oriented

EDUCATION AND EXPERIENCE

• High School diploma required

• 1-2 years' office experience required, vehicle License and Title experience preferred.

• 1-3 years' experience in customer service related role.

• Microsoft Office experience required - intermediate Excel skills preferred.

• Good verbal and written communication skills, problem solving and organizational skills.

• Ability to manage and prioritize workload effectively, use time wisely and avoid distractions to meet deadlines.

• Ability to work in a team environment

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.