Remarketing Response Specialist

Wheels, Inc. • Remote - Illinois, IL

5d • $37,500 - $52,500 • Onsite

About The Position

This role serves as the primary point of contact between customers and the Remarketing department, managing inquiries and escalated issues related to remarketing from fleet contacts and driver/purchasers. The specialist will handle inbound and outbound calls, addressing customer problems concerning Remarketing and Wheels Direct products. A key objective is to process driver requests efficiently and with exceptional service to ensure customer satisfaction, aiming for a 90% first-contact resolution rate.

Requirements

• High school diploma or equivalent
• Five (5) years customer service experience required
• 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 how ACD (call center) environment operates.

Nice To Haves

• Title & registration experience preferred
• Knowledge of the automobile leasing industry is beneficial, but not required.

Responsibilities

• Respond to customer and internal Salesforce requests in the Remarketing Response queue and handle escalated issues.
• 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.
• Handle incoming or outgoing calls from customers and 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).
• Knowledge and understanding of the VRD application suite.
• 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

Benefits

• 50+ health, wellness and engagement benefits
• Access to the Advocate Health Care Wellness Portal
• 2026 Wellness Program designed to support personal health goals
• Annual incentive plan which is based on company performance and individual performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED