Coordinator, Fuel Management
Wheels

Job Description:

SUMMARY
Coordinates and assists in all tasks of the Fuel Management area related to customer service, administration, fraud prevention, card renewals and billing. In this role, the Fuel Management Coordinator 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.

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

Team Leadership

• Offer viable suggestions for Account Management and Client Services based on each client's needs.
• Work with management and Client Services on improving the processes that benefit clients and improve Wheels efficiency.
• Have a clear understanding of client specific needs.
• Seek information to uncover the root cause of client issues/questions.
• Participate in developing, testing, and maintenance of Fuel Management system.
• Coordinate fuel card renewals and roll outs
• Give personal attention to special client requirements.
• Assist all other group members
• Responsible and accountable for quality of staff training

Customer Service

• Work closely with supervisor assuring proper phone coverage and staffing for special projects.
• Monitor calls and provide coaching where needed
• Work with Account Executives, fleets, and drivers handling inquires and issues.
• Field escalated calls from drivers and fleet
• Watch for trends and analyze data
• Keep average talk time at 4:00 minutes or lower.
• Keep service levels at 90% or higher

Administration

• Work on new client profiles and changes to existing profiles with Integration Services
• Resolve issues from the driver update change report
• Back up for all administrative functions
• Review and verify reports related to ordering
• Card ordering and cancellation from reports and requests
• Process any restriction changes including Product Type controls
• Maintain central files for clients and vendors, including file creation for new accounts.
• Process the closing of accounts through vendor and online systems

Reporting

• Work with FleetView and vendor online reporting.
• Monitor and produce administrative and online reporting
• Create custom reports per client requests

QUALIFICATIONS

• Observes high level of confidentiality
• Ability to work independently as well as within a team environment
• Proficient in current Windows applications and MS Office
• Strong customer service and organizational skills
• Ability to work under pressure to meet deadlines
• Ability to read, interpret procedure manuals, write routine reports and correspondence
• Ability to speak effectively.
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Able to multitask

EDUCATION and/or EXPERIENCE

Associates Degree or 3-4 years business experience

1-2 years Customer Service experience

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 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.

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