Wheels, Inc. was established in 1939 as the world”s first automotive fleet leasing and management company. As one of the largest privately-held companies in North America, Wheels features a portfolio of 315,000 vehicles under management across the continent, capabilities in 40 countries worldwide, and a client base that consists of some of the best-known businesses in the world. In addition to vehicle acquisition and leasing, Wheels provides numerous specialized services that help all sorts of organizations manage their fleets. These include driver/vehicle support functions like maintenance management, fuel cards, and registration processing, as well as strategic account-level consultation to drive optimal fleet efficiency and measure results.Handle incoming or outgoing calls from customers in the Canada or theUnited States and can deal with customer problems which can include Driver Assistance, Maintenance Assistance, and Collision, Order Administration and Title and Registration product calls practicing empathy of the driver”s care. Must be able to communicate in French as well as English. Assist in meeting and exceeding the department goals for Average Speed of Answer (ASA), Average Handle Time (AHT), After Call Work (ACW), Auxiliary Time (AUX) and Abandon Rate by properly managing your time. Process driver request and needs in an exceptional service manner to ensure customer satisfaction. Handle 90% of work on first contact from internal and external customers (1st contact resolution).Must be able to interpret and follow up on various issues and tasks concerning Title and Registration, ordering, quoting, used vehicles, destination of factory deliveries, insurance, purchasing, collision reporting, violations, client policies, manufacture topics and issuing maintenance purchase orders as well as setting up rentals and emergency roadside assistance. Above all, must be able to encourage and maintain a positive and successful culture with a solid understanding of working towards team, department and organizational goals. Must be able to handle difficult and demanding situations correctly and satisfactorily. Must be able to make on the spot decisions for such issues as; ordering, quotes, tracing of vehicles, data changes, emergency situations, etc. Must be able to read and understand simple to complex instructions. Must be able to work with other operating areas to successfully service the driver and clients needs. Must be able to successfully execute and deliver high quality customer service over the phone. QUALIFICATIONSAbility to operate a Desktop PC, fax machine, telephone and copierWorking knowledge of various computer applications, especially Windows-based products. Bilingual and able to speak conversational French to support customers in the Canada and the United States.Typing 30+ words per minute. Strong Customer Service skills. Excellent communication skills, both soft skills and influencing skills. Able to deal with difficult and irate customers with little supervision. Knowledge of how ACD (call center) environment operates. Self-starter, detail oriented, ability to handle multiple tasks simultaneously. Knowledge of automobile leasing industry is beneficial, but not required. 1-2 years experience in dealing with customers preferably in a call center environment.EDUCATION and/or EXPERIENCECollege graduate preferred.1-2 years call center experience preferred.High School diploma or equivalent required.