Program Specialist I

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. The Program Specialist I is a hybrid role, supporting key client account through a mix of service coordination, operational tasks, and team collaboration.

Job Description:

JOB OVERVIEW

The Program Specialist I is a hybrid role, supporting key client account through a mix of service coordination, operational tasks, and team collaboration. This role helps manage client expectations, tracks deliverables, and ensures smooth execution across projects. Success in the position relies on attention to detail, strong communication, and the ability to work effectively with various teams.

KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS

• Client Relationship & Account Management
  • Support communications between internal teams and assigned clients
  • Assist with client onboarding, activation, contracts, and setup
  • Coordinate resources to meet client-specific requirements and SLAs
  • Assist in the preparation and generation of business reviews with performance metrics and recommendations
  • Maintain client data using platforms like ePlan, Salesforce, and Fleetview
• Operational Execution
  • Ensure tasks meet client and company SLAs
  • Investigate and resolve escalations; prevent future risks
  • Coordinate timely responses with internal teams
  • Follow up on open items and maintain documentation
  • Participate in internal, vendor, and client meetings
  • Analyze and generate customized client reports utilizing templates
  • Oversee communications for cost control and policy adherence
  • Manage vehicle lifecycle: ordering, transport, end-of-life processes
  • Coordinate approvals for repairs and rentals in alignment within client guidelines
  • Monitor inventory and manage logistics
• Competencies & Skills
  • Collaborate to resolve client issues and enhance service delivery
  • Assist with process improvements for efficiency and satisfaction
  • Provide performance reporting to strategic accounts
  • Support risk mitigation through structured processes
  • Cross-train and support team continuity
  • Assist with client-owned/leased vehicle inquiries and reporting
  • Complete relevant training and contribute to team learning
  • Provide coverage during absences or peak workloads
  • Perform other duties as needed

LEADERSHIP RESPONSIBILITIES

• While this is primarily an individual contributor role, opportunities exist for leading cross-functional projects. Initiative in professional development and process innovation is encouraged.

COMPETENCIES - SKILLS

• Strong written and verbal communication skills
• Basic proficiency in MS Office
• Willingness to learn and/or familiarity with CRM/client management tools
• Ability to juggle priorities in a dynamic environment
• Self-driven and collaborative work style
• Relationship building, tech basic proficiency, and time management
• Adaptability, accountability, and solution-focused approach

EDUCATION AND EXPERIENCE

• Bachelor's degree preferred; high school diploma required
• 1-3+ years in customer service/account management/operations
• Fleet operations or leasing experience strongly preferred
• 1-2 years of office experience
• Beginner Excel and Salesforce proficiency
• Excellent written, verbal, and problem-solving skills
• Ability to work in deadline-driven environments
• Flexible to evolving client needs and processes

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.