Driver Services Associate I

Wheels, LLC; Chicago (IL); On-site; USD 34,000 - 48,000; Full time

Job summary

Wheels, LLC is seeking a Driver Services Associate I to join their team in Chicago. This full-time role involves resolving customer inquiries, making calls, and ensuring satisfaction according to company policies. Ideal candidates will have strong communication skills and a high school diploma, with experience in customer service being a plus. Join a dynamic team and contribute to providing exceptional service in a professional office environment.

Benefits

Comprehensive benefits package

Qualifications

• 1-2 years call center or customer interaction experience is beneficial.
• Strong customer service and communication skills are essential.
• Ability to handle irate customers and multitask effectively.

Responsibilities

• Resolve customer inquiries according to client guidelines and departmental procedures.
• Make inbound and outbound calls to ensure customer satisfaction.
• Collaborate with teams to deliver high-quality service.

Skills

Customer service

Communication

Problem solving

Multitasking

Detail-oriented

Education

High School diploma or equivalent

Tools

Salesforce

Windows OS

Job description

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Job Description:

• Must be able to effectively communicate resolution procedures and follow up on customer inquiries.
• Handle difficult and demanding situations appropriately, correctly, and efficiently.
• Interpret client guidelines to make correct decisions for product inquiries and emergency situations.
• Read and understand simple to complex instructions, collaborate with other operational areas, and deliver high-quality service over the phone and written communication, displaying empathy.

Job Overview

A Level I, Driver Services Associate (DSA) is responsible for resolving customer inquiries according to client guidelines, departmental procedures, and company policies across core products supported in the call center. The role involves answering inbound and making outbound calls to ensure customer satisfaction. The associate must make decisions, resolve issues, adhere to schedules, accept feedback, and respond with urgency to meet service levels and reduce customer wait times.

Key Responsibilities - Essential Functions

• Communicate resolution procedures effectively and follow up on inquiries.
• Handle difficult situations appropriately and efficiently.
• Interpret client guidelines for inquiries and emergencies.
• Understand instructions, collaborate with teams, and deliver high-quality service with empathy.

Leadership Responsibilities

• No leadership responsibilities for this role.

Competencies - Skills

• Working knowledge of Windows OS.
• Typing speed of 35+ WPM.
• Strong customer service and communication skills.
• Ability to handle irate customers.
• Knowledge of call center operations (a plus).
• Knowledge of Salesforce (beneficial).
• Self-starter, detail-oriented, multitasker.
• Knowledge of automobile leasing industry (beneficial).

Education and Experience

• High School diploma or equivalent.
• 1-2 years call center or customer interaction experience (beneficial but not required).

Work Environment & Physical Demands

This position is based in Georgia or Illinois, in a professional office setting. It is full-time, Monday-Friday, with no travel required. Physical demands include talking, hearing, and operating call center tools.

Additional Information

This description is not exhaustive, and duties may change. Wheels offers a comprehensive benefits package. Salary range: $34,000 - $47,600, with potential incentives based on performance. Wheels is an equal opportunity employer and a drug-free workplace.