Remarketing Response Specialist

Summary

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

• 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.
• Understand the Wheels Direct Product Termination of vehicles under the MAP and Collison Programs.
• Work with other operating areas to successfully service the driver and clients’ needs.
• Interpret client guidelines to make correct decisions for product inquiries and emergency situations.
• Perform other duties as assigned.

This is an individual contributor position.

• 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.
• Availability 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 an ACD (call center) environment operates.

High school diploma or equivalent.

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

Pay Range: $37,500 – $52,500. Eligible for annual incentive plan based on company and individual performance.

Position is in Illinois and operates in a professional office environment. Must regularly talk and hear, and use hands and fingers to operate call center tools.

Wheels is a Drug‑Free Workplace. All employment is contingent on successful completion of drug and background screening. Wheels is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law.