Job Description: OVERVIEW A Driver Services Associate (DSA) I is responsible for resolving customer inquiries by following client guidelines, departmental procedures, product requirements and company policy across the core products supported in the call center. A DSA I 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 - Must be able to effectively communicate resolution procedure and follow up on customer inquiries.
- The associate also must be able to oversee difficult and demanding situations appropriately, correctly, and efficiently.
- Requirements include interpreting client guidelines to make correct decisions for product inquiries and emergency situations, 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 RESPONSIBILTIES There are no leadership responsibilities for this role
SKILLS/COMPETENCIES - Typing 35+ words per minute.
- Working knowledge of Windows operating system.
- 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, meticulous, ability to handle multiple tasks simultaneously.
- Knowledge of automobile leasing industry is beneficial, but not required.
EDUCATION & EXPERIENCE - High School diploma or equivalent required
- 1-2 years call center experience can be beneficial, but not required.
- Minimum 1 year customer service experience, dealing with customers over the phone or in person, required.
PHYSICAL DEMANDS & WORK ENVIRONMENT 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.
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.