Customer Support Specialist, CA in Mississauga, Ontario at Wheels, Inc.

JOB OVERVIEW

Provides administrative and operational support to Account Managers. The role focuses on the delivery of customer satisfaction through accurate and timely completion of customer service requests. These requests are addressed via interaction with other operating departments and through the utilization of CRM tool and Fleetview portal.

The position of Customer Support Specialist is a developmental role that provides a foundation for building the skills necessary to become an Associate Account Manager.

KEY RESPONSIBILITIES

• Enter customer requests in CRM tool and follow them through to completion.
• Assist in managing open CRM requests to ensure cases and associated tasks remain current and do not go overdue.
• Respond back to customers on follow up communications related to non-strategic matters as instructed by team.
• Follow up with customers on requirements to fulfill requests initiated by internal departments.
• Process and complete all tasks as assigned by the Customer and Account Manager including but not limited to:
  • Associated license and title state changes
  • License and title requests
  • Associated transportation requests with moving active vehicles to a new location or in and out of storage locations
  • Associated divert requests with redirecting on order vehicles to a new location.
  • Mass driver/vehicle uploads
  • Enrollment of maintenance only vehicles
  • Vehicle termination requests
• Assist with the follow up with internal operational groups and drivers as instructed. on:
• Assist with answering overflow customer telephone calls during peak call times.
• Create new reports and generate recurring reporting in support of customer requests.
• Create/Update/Maintain Customer Profiles as instructed.
• Assist with customer hierarchy structure changes that impact customer reporting, billing, permissions, pool naming conventions, etc.
• Process Used Vehicle Fair Market Value (FMV) Quote requests via automated system.
• Scan and index documents as required.
• Escalate issues that impact service delivery.

SKILLS/COMPETENCIES

• Aptitude for customer service and a high degree of professionalism
• Diplomacy, tact and grace under pressure when working through urgent customer issues.
• Outstanding verbal and written communications skills
• Time management skills along with excellent attention to detail
• Ability to be flexible and adapt quickly in a fast-paced environment.
• Team player with strong collaborative skills
• Energetic and pro-active: a driven, self-starter who can work independently and as part of a team.
• Proficient in Microsoft Word, Excel, Power Point and Outlook (Required)
• Proficient in mail merge
• Ability to cross reference spreadsheets/worksheets within Excel.

EDUCATION AND/OR EXPERIENCE

• Associate Degree preferred or equivalent work experience
• Fleet Management Industry experience a plus
• One to two years of previous Customer Service Experience
• Excellent verbal and written communications skills
• French language proficiency desired

WORK ENVIRONMENT

• Twenty percent Travel
• Hybrid- in office & remote

We're proud to offer a competitive salary, extended health, dental and vison care, virtual heath, paid time off, & paid holidays, retirement with company match, exclusive discount programs, wellness programs, and more.

The base salary range for this position is listed above. This position is eligible to participate in the annual incentive plan which is based on company performance and individual performance. Compensation ranges are based on several factors including geographic location. Final offer amounts are determined by factors including, but not limited to, experience, credentials, education, certifications, skill level required for the position, the scope of the position, and geographic location. Actual pay offered will be determined on a case-by-case basis.

Wheels applies AI-based analysis to application materials to help assess fitness for hire for the specific job being applied for and to recommend job postings that align with the candidate’s skills, by comparing the candidate’s skills to the characteristics and qualifications listed in job postings and/or criteria established by Wheels’ hiring team.

As one of the largest fleet management companies in North America, Wheels features a portfolio of 900,000+ vehicles under management across the continent, a global alliance in 61 countries, and a client base that consists of some of the best-known businesses in the world. No matter the industry type or business size, we’re proud to work across sales and service fleets, trucks and equipment, and last mile delivery to ensure we power your potential.

The culture at Wheels is the secret to our 80+ years of success. And the reason people choose to join — and stay with — our team.

When you join the team, you'll work with professionals who are passionate, friendly and smart. We foster a welcoming and inclusive environment for all, combined with the encouragement to continuously learn and grow. From day one, we invest in your long-term development through annual performance goals and reviews, educational and wellness programs, awards and celebrations, and more.

Ready to experience the Wheels culture for yourself?

• 10 years average employee tenure

• 10 times recognized as one of Chicago's Best and Brightest Companies to Work For

• 50+ health, wellness and engagement benefits

• 2,500+ online learning programs

Diversity: Wheels deeply values the strength of diversity both in the communities we serve and our own employee base. This includes treating everyone as equal, respecting and valuing diversity, providing equal opportunity and fostering a safe space to work.

Community: We are heavily involved in the communities where we operate. We offer opportunities for employees to make a positive impact through mentorship and tutoring elementary school students, participating in blood drives, donating to United Way and other charitable organizations in the greater Chicagoland and Toronto areas.

Sustainability: Wheels is actively committed to becoming a cleaner fleet management company through recycling programs, public transportation support and more.

We Are Dedicated to the Safety and Health of our Employees

Our employees are critical to delivering on our commitment to client success, which is why we offer a variety of programs focused on the health and wellness of our people.

We hire people who have a customer-focused mindset and a strong collaborative nature. Because at Wheels, customer service and teamwork don't just happen in the office. It is during the informal moments when employee trust is strengthened and friendships are made. We value these moments, which is why we host departmental contests, summer gatherings, family events, holiday celebrations and more.

At Wheels, your well-being is our priority. As part of our commitment to your health and well-being, we’re proud to offer access to the Advocate Health Care Wellness Portal—a personalized platform designed to help you take charge of your health journey.

The 2026 Wellness Program is designed to support you in achieving your personal health goals. Best of all, it’s flexible and fits into your busy lifestyle.

This program is designed to support your overall well-being—physically, emotionally, and financially—by providing tools and incentives that encourage healthy living.