Remarketing Response Specialist

Summary

Key liaison between the customer and the Remarketing department, responsible for fielding status inquiries and escalated events as it relates to Remarketing from fleet contacts and driver/purchasers. Handle incoming or outgoing calls from customers and can 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).

Key liaison between the customer and the Remarketing department, responsible for fielding status inquiries and escalated events as it relates to Remarketing from fleet contacts and driver/purchasers. Handle incoming or outgoing calls from customers and can 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).

• Respond to customer and internal Salesforce requests in the Remarketing Response queue and handle escalated issues.
• Ability to 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.
• Knowledge and understanding of the Wheels Direct Product.
• Termination of vehicles under the MAP and Collision 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.

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.
• Need to be available 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 ACD (call center) environment operates.

• High school diploma or equivalent.
• Five (5) years customer service experience required; title & registration experience preferred.

• Integrity – Always act with integrity and honesty.
• One Team – Treat others with dignity and respect; act as a cohesive, inclusive and accountable team that is making a difference.
• Innovation – Drive continuous improvement, spark creativity and embrace next generation thinking.
• Customer Success – Ensure that customer and driver success is at the heart of everything we do.

• Discipline Drives Quality – Plan the Trip:
  Think proactively, hold a high bar, follow through by leveraging experience and systems. To produce quality outcomes, we must be intentional and deliberate in everything we do, from big bets to the daily execution.
• Intellectually Curious – Fuel Your Minds:
  Be bold, challenge assumptions, think differently, look outside the box. Strive to unlock your own thinking and create new possibilities.
• Commit and Deliver – Own It:
  Take responsibility for your work, from start to finish, and be accountable for the results. Think and act like an owner of the business.
• Relationships Matter – Share the Ride:
  Trust is central, both with key internal and external stakeholders. Relationships are not a side effect of work but a driver of success.

Work Environment:
This position is in Illinois and operates in a professional office environment.

Position Type/Standard

Schedule:

This is a full-time position,…