Customer Support Specialist, CA

Wheels, Inc.•Mississauga, ON

13d•CA$52,500 - CA$73,500•Hybrid

About The Position

Provides administrative and operational support to Account Managers. The role focuses on the delivery of customer satisfaction through accurate and timely completion of customer service requests. These requests are addressed via interaction with other operating departments and through the utilization of CRM tool and Fleetview portal. The position of Customer Support Specialist is a developmental role that provides a foundation for building the skills necessary to become an Associate Account Manager.

Requirements

Proficient in Microsoft Word, Excel, Power Point and Outlook (Required)
Proficient in mail merge
Ability to cross reference spreadsheets/worksheets within Excel.
One to two years of previous Customer Service Experience
Excellent verbal and written communications skills

Nice To Haves

Associate Degree preferred or equivalent work experience
Fleet Management Industry experience a plus
French language proficiency desired

Responsibilities

Enter customer requests in CRM tool and follow them through to completion.
Assist in managing open CRM requests to ensure cases and associated tasks remain current and do not go overdue.
Respond back to customers on follow up communications related to non-strategic matters as instructed by team.
Follow up with customers on requirements to fulfill requests initiated by internal departments.
Process and complete all tasks as assigned by the Customer and Account Manager including but not limited to: Associated license and title state changes, License and title requests, Associated transportation requests with moving active vehicles to a new location or in and out of storage locations, Associated divert requests with redirecting on order vehicles to a new location, Mass driver/vehicle uploads, Enrollment of maintenance only vehicles, Vehicle termination requests.
Assist with the follow up with internal operational groups and drivers as instructed.
Assist with answering overflow customer telephone calls during peak call times.
Create new reports and generate recurring reporting in support of customer requests.
Create/Update/Maintain Customer Profiles as instructed.
Assist with customer hierarchy structure changes that impact customer reporting, billing, permissions, pool naming conventions, etc.
Process Used Vehicle Fair Market Value (FMV) Quote requests via automated system.
Scan and index documents as required.
Escalate issues that impact service delivery.