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Wheels, Inc. Contact Center Associate in Des Plaines, Illinois


Des Plaines, Illinois

Job Description:

PLEASE NOTE: we are currently reviewing applications however we have temporarily delayed the interview process for this role due to COVID-19. We anticipate resuming the interview process within the next 4-6 weeks, and will contact qualified candidates as we get closer to resuming interviews.

The role of the Driver Services Associate is to effectively and efficiently manage all aspects of executive fleets as well as other escalated issues within the Driver & Branch Contact Center Services that require special handling. A Driver Services Associate must have the ability to understand and execute exceptional service; this includes working effectively with internal departments, fleet offices and vendors and thinking creatively to come up with solutions that consider the client’s best interests in all situations. Communication, customer service, and thoroughness of work performed are critical elements of this position.

The multi-skilled, high volume environment of the contact center requires this position to utilize all necessary tools to ensure standards established by our clients and internal operating areas are achieved. The successful candidate will also assist with handling other management calls, activities requiring research and follow up, and driver outlier prevention.


  • Ability to handle multiple tasks and prioritize effectively

  • Must be able to handle difficult and demanding situations that require in depth research and root cause analysis

  • Work toward 100% client satisfaction and retention

  • Collaborate with other departments to ensure client needs are met including

  • Continue to seek improvements to current processes, partner with other areas of the organization to execute

  • Respond to verbal, written, and electronic inquiries accurately and within required service level timeframe

  • Act as liaison to other business partners, internal departments and vendors

  • Ability to effectively coach and develop agent performance and quality as needed

  • Support special projects in the call center

  • Ability to perform the work of frontline staff during peak times to maintain service level and protect driver outliers, including successful completion of agent product/skill certification training and skill assessments

  • Ability to effectively coach and develop agent performance and quality as needed

  • Other duties as assigned


Assistance with floor coverage for helping associates by answering call questions or escalated inquiries, but no direct supervisory responsibility

Education and Experience

  • Minimum of 3 years customer service experience

  • Certification in all five Driver Services products preferred

  • Strong analytical and problem solving skills. Experience analyzing, interpreting and summarizing complex data as it relates to call center technologies and processes

  • Proven communication across all levels including front-line associates, management, peers, and senior management

  • Bachelor’s degree preferred, or equivalent work experience

Skills and Abilities

  • Change management – taking a concept, recommending a solution, and developing and implementing a plan

  • Flexibility – adaptable and flexible to work environment, including but not limited to working the hours required to meet business needs, multi-tasking, and easily adapting to changes with minimal notice

  • Excellent written, verbal, and interpersonal skills

  • Strong organizational skills and follow-through

  • Proactively identify potential client or product issues

  • Ability to handle multiple projects or tasks simultaneously

  • Ability to learn and implement new systems, procedures, and business processes quickly

Wheels, Inc. was established in 1939 as the world's first automotive fleet leasing and management company. As one of the largest privately-held companies in North America, Wheels features a portfolio of 315,000 vehicles under management across the continent, capabilities in 40 countries worldwide, and a client base that consists of some of the best-known businesses in the world. In addition to vehicle acquisition and leasing, Wheels provides numerous specialized services that help all sorts of organizations manage their fleets. These include driver/vehicle support functions like maintenance management, fuel cards, and registration processing, as well as strategic account-level consultation to drive optimal fleet efficiency and measure results.