Customer Service Representative (Fuel Management)
Wheels

Job Description:

SUMMARY

The role of the Fuel Management Administrator is to execute all day-to-day activities around administration, billing, fraud prevention and customer service for fuel card programs in the U.S., Canada, Puerto Rico and the Caribbean. In this role, the Fuel Management Administrator will build strong relationships with Account Executives, drivers and fleets, understand their expectations, and ensure accuracy and high quality of all deliverables. Working effectively in a team environment, with internal operating groups and vendors; managing client expectations, coordinating problem resolution and implementing process improvement is critical to this role.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Customer Service

• Understand fuel program features and benefits
• Understand and anticipate client needs and expectations
• Interpret and follow up on various issues and tasks concerning Fuel Operations
• Establish effective communication channels with drivers, co-workers and vendors
• Consistently maintain daily involvement with customer related service issues
• Support Department Manager, Supervisor and Coordinator with Clients' on-boarding
• Respond to requests from clients, drivers and internal departments

• Partner with Account Executives, Account Managers, Fleets and Drivers to handle inquiries and resolve issues
• Ensure consistent performance within customer Service Level Agreements
• Ensure Key Performance Index of 80% or higher
• Effective online vendor system management

Quality Management

• Maintain established quality and productivity standards
• Follow and maintain documentation for department processes and procedures
• Follow appropriate internal controls and protocols
• Handle escalated issues and bring those to the Management attention
• Ensure all calls are logged and tracked
• Understand Wheels business rules and the downstream impact

Administration/Other

• Support Management with new account set-ups and other on-boarding tasks
• Assist with new rollouts, renewals and downsizings
• Administer Cards and PIN ordering, cancellations and transfers
• Ensure billing and payment functions are completed accurately and on time
• Review and escalate high-value or suspicious transactions
• Run on-line vendor, FleetView and internal reports as needed
• Make appropriate determinations by using Fuel Profile system
• Maintain central files for clients and vendors
• Process restriction and limit changes
• Update the fuel and vendor systems with additions and deletions
• Set up and maintain International (Canada and Puerto Rico) accounts
• Handle special client requests

• Support organizational and department goals, objectives and quality initiatives
• Assist department Manager, Supervisor and Coordinator with process improvements
• Establish and maintain communication channels with clients, drivers and other team members
• Support continuous changes within Wheels and vendor systems

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SKILLS/COMPETENCIES:

• Strong Customer Service and time management skills
• Ability to deal with difficult customers and situations with minimal supervision
• Observe high level of confidentiality
• Ability to handle sensitive information in an ethical manner
• Excellent interpersonal and telephone skills
• Excellent listening skills
• Excellent critical thinking skills
• Effective written and oral communication skills
• Ability to manage multiple projects and be a team player
• Ability to handle multiple priorities and high volumes of work
• Ability to work under pressure, maintain flexibility and meet deadlines
• Strong computer skills, including Word and Excel
• Ability to interact with drivers, vendors and various operational areas

• Excellent relationship building skills

EDUCATION and/or EXPERIENCE

Associate Degree and/or minimum of 3 years relevant work experience

Strong hands-on experience with PCs, including Word and Excel

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 telephones and computers.

EEO Statement
Wheels Donlen is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.

Wheels Donlen 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. Wheels is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans.

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