JOB OVERVIEW A Level I, Driver Services Associate (DSA) is responsible for resolving customer inquiries in accordance with client guidelines, departmental procedures, product requirements and company policy across the core products supported in the call center. A Level I DSA will answer inbound calls and make outbound calls in an exceptional service manner to ensure customer satisfaction. In this role, the associate must be able to make decisions and resolve issues, adhere to daily schedule as assigned, accept direction and feedback from management, and respond with sense of urgency to meet service levels and minimize customer wait time. KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS
Must be able to effectively communicate resolution procedure and follow up on customer inquiries.
The associate also must be able to handle difficult and demanding situations appropriately, correctly and efficiently.
The associate is required to interpret client guidelines to make correct decisions for product inquiries and emergency situations.
Must be able to read and understand simple to complex instructions, collaborate with other operating areas to successfully service the customer needs, and delight customers and display empathy.
The associate must be able to read and understand simple to complex instructions and successfully execute and deliver high quality service over the phone and through written communication.
LEADERSHIP RESPONSIBILITIES
There are no leadership responsibilities for this role
COMPETENCIES - SKILLS
Working knowledge of Windows operating system
Typing 35+ words per minute
Strong Customer Service skills
Excellent communication skills, both soft skills and influencing skills
Able to deal with difficult and irate customers
Knowledge of how ACD (call center) environment operates is a plus
Knowledge of Salesforce case management is beneficial, but not required
Self-starter, detail oriented, ability to handle multiple tasks simultaneously
Knowledge of automobile leasing industry is beneficial, but not required
EDUCATION AND EXPERIENCE
High School diploma or equivalent required
One (1) to two (2) years call center experience can be beneficial, but not required.
One (1) to two (2) years' experience in dealing with customers, over the phone or in person.
JOB SPECIFICATIONS, PHYSICAL DEMANDS AND WORK ENVIRONMENTWork Environment: This position is in Georgia or Illinois and operates in a professional office environment. Position Type/Standard Schedule: This is a full-time position, Monday through Friday. Travel: Travel is not required for this role. Physical Demands: While performing the duties of this job, the employee must regularly talk and hear, and use hands and fingers to operate call center tools. DISCLAIMER Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Our Benefits
Wheels recognizes benefits are a significant part of your employee experience, and we've created a robust benefits package that is market-leading, competitive offerings so you and your family can receive outstanding care. Please click here for an overview of the benefits available to you and your family.
Pay Range: $34,000-$47,600 The base salary range for this position is listed above. This position is eligible to participate in the annual incentive plan which is based on company performance and individual performance. Compensation ranges are based on several factors including job function, level, and geographic location. Final offer amounts are determined by multiple factors including candidate experience, education, certifications, skill level and expertise, and may vary from the amounts listed here.
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.
