The role of a Response Center Specialist is to seek and resolve information regarding MAP & Collision issues/problems and provide support to the internal and external Wheels' customer. Success depends on building relationships with internal & external customers, while exercising initiative, research skills and flexibility. The basic function of this role is to provide MAP & Collision internal helpdesk support to Wheels personnel and Wheels' customers. This role's primary interactions will be with Account Executives and Account Managers that require Maintenance & Collision Services information as well as acting in the role of the fleet administrator when designated to assist the client and advisor in the repair process. Additional interactions will be with Clients, drivers, vendors, as well as MAP & Collision advisors as needed to support inquiries. Through these interactions, this position will see each transaction to completion, resolve client sensitive issues and assist in identifying trends.
Based on interactions with other departments within Wheels, this position will have the responsibility for tracking and communicating service failures and providing support as a Subject Matter Expert to MAP & Collision Services.
Key Responsibilities
• Internal helpdesk for MAP & Collision Services
• Handle service failure requests from personnel as it relates to drivers, clients and vendors.
• Evaluate, approve & communicate client process & profile changes
• Provide ad hoc analysis for internal requests
• Provide management reports for Maintenance & Collision Services Associates performance review, as requested.
• Liaison with operations to update and revise process documentation and act as Subject Matter Expert as required.
• effectively communicate with management and quality team on issues that directly influence customer satisfaction, performance and quality.
• Liaison with Account Management & Client Services departments to support their efforts with clients on MAP & Collision.
• Provide communication within Maintenance & Collision Services regarding client related service issues, new services for existing clients, and provide updates routinely in a standardized format.
Act in the role of fleet contact for specific clients as assigned
Provide client support as needed within the repair process
Assist Repair Services as needed with repair and fleet approval calls.
Assist in processing or resolving one-off or other special requests to support Wheels' clients.
• Other duties as assigned.
Desired Behaviors
• Team player
• Results oriented
• Decision maker
• Cooperative
• Adaptable / flexible
• Consistent communication to superiors and peers
• Positive influence and role model
• Supportive of decision making
• Observes high level of confidentiality guidelines
• Achieves desired results
• Delivers on commitments
• Educate and involve yourself in industry specific activities, appropriately communicating to affected parties.
Skills/Competencies
• Problem solver
• Negotiator
Knowledgable of systems & processes used in Repair Services• Creative
• Objectivity
• Proficient in Windows 95 or greater
Competent with MS Office
• Excellent organizational skills
• Responsive
• Ability to manage multiple projects
Supervisory Responsibilities
• None
Education and/or Experience:
High School degree
5 years automotive industry service
3 years customer service
2 years MAP Advisor or Collision Specialist preferred
2 years fleet industry knowledge/experience preferred
ASE or ICAR certification a plus
Bi-lingual English/Spanish or English/French a plus
Physical Demands:
Professional verbal and written communication skills
Fully able to read and write
Regularly required to talk, hear, and use hands and fingers to operate a computer and telephone
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.
