Driver Services Associate Level III

Description

JOB OVERVIEW

A Level III Driver Services Associate is able to perform all job functions within the Driver Services department including supporting inbound driver emails and calls on all products and services, roadside follow-up, and executive desk ordering and follow-up.

Additionally, a Level III associate is expected to provide floor level support for the daily operation of the Driver Services call center.

They will assist with monitoring call queues and phone statuses on weekends, mentor new driver services associates both during and after training bay and assist with questions that come in via the team lead line or teams group chat.

They are expected to escalate as necessary to a member of the management team.

A Level III DSA must have the ability to understand and execute exceptional service; this includes 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 may also assist with other activities requiring research and follow up.

KEY RESPONSIBILITIES

• This position has a set schedule of Sun / Mon / Wed / Thurs as a 4x10. Hours are 6 : 45pm-5 : 30am
• Provide lead line support during shift
• Ability to handle multiple tasks and prioritize effectively
• Must be able to handle difficult and demanding escalations that require in depth research and root cause analysis
• Continue to seek improvements to current processes, partner with other areas of the organization to execute
• Act as liaison to other business partners, internal departments, and vendors
• Collaborate with other departments to ensure client needs are met
• Continue to seek improvements to current processes, partner with other areas of the organization to execute
• Support special projects in the call center
• Handle inbound driver inquiries via phone or email
• Respond to verbal, written, and electronic inquiries within required service level timeframe
• Notify drivers via outbound call and / or email as required
• Handle and respond to emails as part of Fleet Admin / Driver Outreach process via Salesforce
• Approve / process Interim Rental requests
• Respond to inquiries received from internal and external customer across multiple mailboxes / queues
• Maintain client spreadsheets and contact drivers for required information
• Handle all assigned cases that could not achieve first call resolution, working them to completion and resolution for the customer
• Support Branch Assist and Custom Client inquiries via inbound phone calls and emails
• Manage Roadside Follow Up responsibilities in Driver Services with a focus on no driver left behind includes administration of licenses, audits, and billing assistance
• Manage process of supporting our vendors on initiatives includes Honk, Car Keys Express, Hertz, etc.

Education and Experience

• Minimum of 3 years customer service experience
• Certification in all Driver Services products required
• 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
• High School diploma or equivalent required
• 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
• 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

Physical Demands

While performing the duties of this job, the employee is regularly required to talk and hear, and use hands and fingers to operate call center tools.