Remarketing Response Specialist

SUMMARY

Key liaison between the customer and the Remarketing department, responsible for fielding status inquiries and escalated events as it relates to Remarketing from fleet contacts and driver/purchasers. Handle incoming or outgoing calls from customers and can deal with customer problems which include Remarketing and Wheels Direct product calls. Process driver request and needs in an exceptional service manner to ensure customer satisfaction. Handle 90% of work on first contact from internal and external customers (1st contact resolution).

KEY RESPONSIBILITIES

• Respond to customer and internal Salesforce requests in the Remarketing Response queue and handle escalated issues.
• Ability to analyze, track, and trend Remarketing issues and provide detailed information to management.
• Provide options and solutions to manage customer requests. 
• Handle incoming call volume within department SLA.
• Identify skill gaps and recommend additional training needs for individuals within Contact Centers and internal teams. 
• Possess and utilize a thorough knowledge of the VRD application suite.
• Provide leadership to team in the absence of management.
• Knowledge and understanding of the Wheels Direct Product
• Termination of vehicles under the MAP and Collison Programs
• Must be able to work with other operating areas to successfully service the driver and clients’ needs
• Must be able to interpret client guidelines to make correct decisions for product inquiries and emergency situations
• Other duties as assigned

LEADERSHIP RESPONSIBILITIES

• This is an individual contributor position.

COMPETENCIES - SKILLS

• Excellent attention to detail, efficient, and accurate

• Good Written and oral communication skills

• Ability to work with a team and independently.

• Good problem-solving and analytical skills

• Ability to oversee multiple tasks.

• Strong organization skills

• Need to be available to complete overtime as needed based on projects and volume of work.

• Knowledge of the automobile leasing industry is beneficial, but not required.

• Knowledge of how ACD (call center) environment operates.

EDUCATION AND EXPERIENCE

• High school diploma or equivalent

• Five (5) years customer service experience required; title & registration experience preferred

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.

JOB SPECIFICATIONS, PHYSICAL DEMANDS AND WORK ENVIRONMENT
Work 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: No travel required
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.

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:

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.