Coordinates and assists in all tasks of the Fuel Management area related to customer service, administration, fraud prevention, card renewals and billing. In this role, the Fuel Management Coordinator will build strong relationships with Account Executives, drivers, and fleets, understand their expectations, and ensure accuracy and high quality of all deliverables. Working effectively in a team environment, with internal operating groups and vendors.
ESSENTIAL DUTIES AND RESPONSIBILITEIS include the following. Other duties may be assigned.
Team Leadership
Offer viable suggestions for Account Management and Client Services based on each client's needs.
Work with management and Client Services on improving the processes that benefit clients and improve Wheels efficiency.
Have a clear understanding of client specific needs.
Seek information to uncover the root cause of client issues/questions.
Participate in developing, testing, and maintenance of Fuel Management system.
Coordinate fuel card renewals and roll outs
Give personal attention to special client requirements.
Assist all other group members
Responsible and accountable for quality of staff training
Customer Service
Work closely with supervisor assuring proper phone coverage and staffing for special projects.
Monitor calls and provide coaching where needed
Work with Account Executives, fleets, and drivers handling inquires and issues.
Field escalated calls from drivers and fleet
Watch for trends and analyze data
Keep average talk time at 4:00 minutes or lower.
Keep service levels at 90% or higher
Administration
Work on new client profiles and changes to existing profiles with Integration Services
Resolve issues from the driver update change report
Back up for all administrative functions
Review and verify reports related to ordering
Card ordering and cancellation from reports and requests
Process any restriction changes including Product Type controls
Maintain central files for clients and vendors, including file creation for new accounts.
Process the closing of accounts through vendor and online systems
Reporting
Work with FleetView and vendor online reporting.
Monitor and produce administrative and online reporting
Create custom reports per client requests
QUALIFICATIONS
Observes high level of confidentiality
Ability to work independently as well as within a team environment
Proficient in current Windows applications and MS Office
Strong customer service and organizational skills
Ability to work under pressure to meet deadlines
Ability to read, interpret procedure manuals, write routine reports and correspondence
Ability to speak effectively.
Ability to define problems, collect data, establish facts, and draw valid conclusions
Able to multitask
EDUCATION and/or EXPERIENCE
Associates Degree or 3-4 years business experience
1-2 years Customer Service experience
PHYSICAL DEMANDS
While performing the duties of this job, the employee is regularly required to talk and hear and use hands and fingers to operate telephones and computers.
EEO Statement
Wheels is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.
Wheels is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law. Wheels is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans.
