Customer Service Representative (Fuel Management)

Wheels International Limited - Des Plaines, IL

Full-time

Des Plaines, IL

Printing and Related Support Activities

About the position

The role of the Fuel Management Administrator at Wheels is pivotal in executing all day-to-day activities related to administration, billing, fraud prevention, and customer service for fuel card programs across the U.S., Canada, Puerto Rico, and the Caribbean. This position requires building strong relationships with Account Executives, drivers, and fleets, understanding their expectations, and ensuring the accuracy and high quality of all deliverables. The Fuel Management Administrator will work effectively in a team environment, collaborating with internal operating groups and vendors to manage client expectations, coordinate problem resolution, and implement process improvements. In this role, the individual will be responsible for understanding fuel program features and benefits, anticipating client needs, and establishing effective communication channels with drivers, co-workers, and vendors. Daily involvement with customer-related service issues is essential, as is supporting the Department Manager, Supervisor, and Coordinator with client onboarding. The administrator will respond to requests from clients, drivers, and internal departments, ensuring consistent performance within customer Service Level Agreements and maintaining a Key Performance Index of 80% or higher. Quality management is also a critical aspect of this role, requiring the maintenance of established quality and productivity standards, adherence to documentation for department processes, and handling escalated issues. The administrator will support management with new account setups, assist with rollouts and renewals, and ensure billing and payment functions are completed accurately and on time. Additionally, the role involves reviewing and escalating high-value or suspicious transactions, running necessary reports, and maintaining central files for clients and vendors. The Fuel Management Administrator will also support organizational goals and assist with process improvements, ensuring effective communication with clients, drivers, and team members while adapting to continuous changes within Wheels and vendor systems.

Responsibilities

• Execute day-to-day activities around administration, billing, fraud prevention, and customer service for fuel card programs.
• Build strong relationships with Account Executives, drivers, and fleets.
• Understand and anticipate client needs and expectations.
• Establish effective communication channels with drivers, co-workers, and vendors.
• Maintain daily involvement with customer-related service issues.
• Support Department Manager, Supervisor, and Coordinator with client onboarding.
• 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.
• Maintain established quality and productivity standards.
• Follow and maintain documentation for department processes and procedures.
• Handle escalated issues and bring them to management's attention.
• Ensure all calls are logged and tracked.
• Support management with new account setups and other onboarding tasks.
• 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 online vendor, FleetView, and internal reports as needed.
• Maintain central files for clients and vendors.
• Process restriction and limit changes.
• Set up and maintain International accounts (Canada and Puerto Rico).
• Handle special client requests.
• Support organizational and department goals, objectives, and quality initiatives.

Requirements

• Strong customer service and time management skills.
• Ability to deal with difficult customers and situations with minimal supervision.
• Observe a 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.
• Associate Degree and/or minimum of 3 years relevant work experience.