Response Support Specialist

Wheels International Limited - Des Plaines, IL

Full-time - Mid Level

Des Plaines, IL

Printing and Related Support Activities

About the position

The Response Support Specialist at Wheels, Inc. is responsible for providing internal helpdesk support for MAP & Collision Services, assisting both internal personnel and external customers. This role focuses on resolving issues related to maintenance and collision inquiries, building relationships with clients, and acting as a liaison between various departments to ensure customer satisfaction and service quality.

Responsibilities

• Provide internal helpdesk support for MAP & Collision Services.
• Handle service failure requests from personnel related to drivers, clients, and vendors.
• Evaluate, approve, and communicate client process and profile changes.
• Provide ad hoc analysis for internal requests and management reports for performance reviews.
• Liaise with operations to update and revise process documentation as a Subject Matter Expert.
• Communicate effectively with management and quality teams on issues affecting customer satisfaction.
• Support Account Management and Client Services departments with client inquiries.
• Provide communication within Maintenance & Collision Services regarding client-related service issues and updates.
• Act as fleet contact for specific clients as assigned and assist in the repair process.
• Process or resolve special requests to support Wheels' clients.

Requirements

• High school diploma or GED.
• 5 years of experience in the automotive industry service.
• 3 years of customer service experience.
• 2 years of experience as a MAP Advisor or Collision Specialist preferred.
• 2 years of fleet industry knowledge/experience preferred.
• Bilingual in English/Spanish or English/French is a plus.
• ASE or ICAR certification is a plus.

Nice-to-haves

• Knowledgeable of systems and processes used in Repair Services.
• Proficient in Windows 95 or greater and competent with MS Office.
• Excellent organizational skills and ability to manage multiple projects.

Benefits

• Full-time position with competitive salary.
• Drug-free workplace with background screening.