Wheels, Inc.

Role Description A Level I, Bilingual Driver Services Associate (DSA) is responsible for resolving customer inquiries in accordance with client guidelines, departmental procedures, product requirements, and company policy across the core products supported in the call center. A Level I DSA will answer inbound calls and make outbound calls in an exceptional service manner to ensure customer satisfaction. In this role, the associate must be able to make decisions and resolve issues, adhere to daily schedule as assigned, accept direction and feedback from management, and respond with sense of urgency to meet service levels and minimize customer wait time. Qualifications - Bilingual (Spanish and/or French) required. - Typing 35+ words per minute. - Working knowledge of Windows operating system. - Strong Customer Service skills. - Excellent communication skills, both soft skills and influencing skills. - Able to deal with difficult and irate customers. - Knowledge of how ACD (call center) environment operates is a plus. - Knowledge of Salesforce case management is beneficial, but not required. - Self-starter, meticulous, ability to handle multiple tasks simultaneously. - Knowledge of automobile leasing industry is beneficial, but not required. Requirements - High School diploma or equivalent required. - Minimum 1 year customer service experience, dealing with customers over the phone or in person, required. - 1-2 years call center experience can be beneficial, but not required. Benefits - Competitive salary. - Extended health, dental, and vision care. - Virtual health. - Paid time off & paid holidays. - Retirement with company match. - Exclusive discount programs. - Wellness programs. - More benefits available. Company Description Wheels is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening. Wheels 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.

Job Description: JOB OVERVIEW The Regional Field Operations Specialist is responsible for regional onsite program management of delivery station last mile rental (LMR) operations. This role will be responsible for third party supplier management for daily onsite regional operations to ensure the logistical needs of the project are met. The ideal candidate should possess strong client relation skills, as the specialist will work directly with station delivery providers, drivers, station management and corporate client program managers. KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS - Responsible for regional operations and supply chain management related to rental operations, vehicle fleet management, and third-party service provider management - Travel at 75% or greater to ensure that all regional rental program station operations are in good standing and to establish strong relationships with station management and delivery providers - Work with third party suppliers (onsite program vendors, transport vendors, car wash vendors maintenance and repair vendors, etc.) to implement and manage processes based on program and client requirements. - Oversee rental fleet vehicle management, including key and parking lot management and process improvement for regional operations - Manage and review reporting and status updates from third parties to provide updates to leadership and to the end client - Potentially launch rental operations for new stations within the region as required by program leadership. - Lead new station and ongoing trainings with delivery providers and station management. - Develop strong relationships with other regional operations specialists, Wheels team members, and program leadership - Contribute data and written sections to weekly, monthly, and quarterly business reviews, as required - Manage competing tasks from email, texts, calls, etc working through escalations while working onsite evaluating daily rental activities and questions/escalations - Identify trends and manage exceptions across vendor network - Audit and review supplier data for accuracy - Identify potential process/production bottlenecks and proactively implement solutions - Responsible for working with suppliers to proactively prevent delays & for working through back logs when they do occur - Think outside the box to deliver creative solutions when delays present themselves to deliver for our mutual clients - Partner with internal teams and collaborate on solutions as needed - Provide timely feedback to internal stakeholders related to third party supplier performance - Develop and maintain positive relationships with suppliers, client stakeholders & internal teams - Provide exceptional customer service to delivery providers and drivers by answering and addressing any escalated inquiries - Other Duties - Communicate with internal stakeholders as needed - Other duties and responsibilities as assigned - Create ad-hoc reporting LEADERSHIP RESPONSIBILITIES - This is an individual contributor role COMPETENCIES - SKILLS - Act with Integrity: Upholding ethical standards in job-related activities and behavior. Always doing the right thing even when no one is watching. - Critical Thinking: Identifies and analyzes problems; distinguishes between relevant and irrelevant information to make logical decisions; provides solutions to individual and organizational problems. - Build Relationships: Develops professional partnerships and useful internal relationships through effective communication. - Take Initiative: Spotting opportunities within a circle of influence; anticipating threats and acting on them; self-starting rather than waiting passively until the situation demands action. - Ability to adapt to changing client demands EDUCATION AND EXPERIENCE - Bachelor’s Degree or equivalent work experience. - Three (3) to five (5) years of experience working in Rental Operations/Branch Management, Fleet Management, Logistics or Supply Chain required. - Proficiency in Microsoft Excel required. - Experience with SmartSheets, OneDrive, or Sharepoint preferred. - Rental branch management experience preferred. - Fleet operations experience preferred. - Vendor management experience preferred. CORE VALUES At Wheels, we believe in fostering a culture that is built on our Core Values and Guiding Principles. We cultivate a culture of excellence and innovation by upholding these values, driving our collective success and growth. - Integrity – Always act with integrity and honesty. - One Team – Treat others with dignity and respect; act as a cohesive, inclusive and accountable team that is making a difference. - Innovation – Drive continuous improvement, spark creativity and embrace next generation thinking. - Customer Success – Ensure that customer and driver success is at the heart of everything we do. CULTURAL ATTRIBUTES At Wheels, our culture guides us how we work every day, and we look for team members who show these behaviors: - Discipline Drives Quality – Plan the Trip: Think proactively, hold a high bar, follow through by leveraging experience and systems. To produce quality outcomes, we must be intentional and deliberate in everything we do, from big bets to daily execution. - Intellectually Curious – Fuel Your Minds: Be bold, challenge assumptions, think differently, look outside the box. Strive to unlock your own thinking and create new possibilities. - Commit and Deliver – Own It: Take responsibility for your work, from start to finish, and be accountable for the results. Think and act like an owner of the business. - Relationships Matter – Share the Ride: Trust is central, both with key internal and external stakeholders. Relationships are not a side effect of work but a driver of success. JOB SPECIFICATIONS, PHYSICAL DEMANDS AND WORK ENVIRONMENT Work Environment: Remote position with residence in Georgia, DC, or Virginia (Norfolk/Richmond/Fredericksburg). Position Type/Standard Schedule: This is a full-time position, Monday through Friday. Travel: Travel at or greater than 75% will be required. Valid Drivers License and Vehicle required. Physical Demands: The level and duration of physical exertion generally required to perform critical tasks in support of critical job functions, for example - sitting, standing, walking, lifting, carrying, reaching, pushing, and pulling. DISCLAIMER Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Our Benefits Wheels recognizes benefits are a significant part of your employee experience, and we've created a robust benefits package that is market-leading, competitive offerings so you and your family can receive outstanding care. Please click here for an overview of the benefits available to you and your family. Pay Range: $57,500-$80,500The 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 job function, level, and geographic location. Final offer amounts are determined by multiple factors including candidate experience, education, certifications, skill level and expertise, and may vary from the amounts listed here. EEO Statement Wheels is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening. Wheels 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.