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Supervisor, Client Services
3 months ago
The Supervisor, Client Services is responsible for leading a team of Customer Support Specialists, who provide support to Account Managers with responsibility for fulfilling customers' requests within expectations. This leader provides guidance, leadership and performance management to these specialists. This role requires a strong focus on the delivery of customer satisfaction, and the ability to lead a high performing support team. These team members are entering into the fleet management space at the ground level providing the support needed to delight our customers requiring a strong training and development discipline. Core competency in process mapping, and writing of detailed operating procedures is also key in this role. In addition, strong organizational skills, employee coaching, and the ability to multi tasks are essential.
- Daily interaction and guidance with team members to identify improvement opportunities
- Deliver effective schedule management ensuring the department is adequately staffed at all times
- Ensure proper backups are in place to cover high priority accounts, and department surges
- Review, assess, and manage the daily CARE workflow
- Supervise the floor and delegate assignments to ensure they are addressed in a timely manner
- Compile performance reviews, coach, and mentor employees with a strong focus on career development
- Identify opportunities in Customer Experience and collaborate with managers to bring solutions forward
- Provide off-hours back up in the case or an outage, customer escalation or issues with team coverage
- Collaborate closely with the Account Managers and Customer Experience Managers to ensure customer expectations, SLA's and KPI's are achieved
- Review and implement training sessions with newly hired Support Team Members
- Provide additional support to the Driver Call Center for coverage and support
- Respond to operational department questions, issues and escalations related to the Support Team
- Actively participate in inter-departmental management and/or customer meetings
- Maintain an open dialog to communicate changes or updates to senior management if and when certain patterns are observed from customers
- Ability to effectively manage the team remotely
- Facilitate weekly staff meetings, huddles to review team performance
- Facilitate 1 on 1's with each team member on a regular basis focused on listening, provide feedback and setting expectations
- Observe, document and address employee behaviors and conduct expectation-setting conversations in order to course-correct
- Partner with HR to deliver expectation-setting regarding employee performance issues
- Active participation in managerial and customer meetings.
- Handles day to day office interactions
- Makes presentations to both small and large audiences
- Always foster a spirit of cooperation and teamwork
- Other duties as assigned
- Bachelor's Degree in business or equivalent experience in related field
- 5+ years of client service experience
- Demonstrated project leadership skills a plus
- Training and Development experience a plus
- Proven capability of motivating, developing and directing others to achieve results
- Strong results orientation with the proven ability to consistently meet and exceed goals
- Capable of making commitments, setting priorities and delivering results on time and on budget
- Experience in training and development team members
- Ability to effectively partner with senior levels within the organization
- Excellent organizational and presentation skills
- Demonstrated interpersonal skills
- Capable of organizing teams and meeting demanding deadlines
- Expert with Microsoft Office applications - Word, Excel, PowerPoint, and Outlook
- Audit and process weekly payroll through WorkDay
- Set Performance goals and monitor performance to goals through WorkDay
- Must have exceptional phone and written communication skills.
- Ability to deliver excellent written and oral presentations to all levels of the organization, customer, and driver.
- Bilingual French or Spanish a plus
- Aptitude and skill to calculate interest, percentages, depreciation rates and discounts
- Analytical skill set to understand total cost of ownership, pricing and cost saving levers in a fleet environment
- Ability to provide sound problem solving, analysis and critical thinking
- Ability to gather, analyze and organize complex data and draw appropriate conclusions
- Ability to apply tools to understand and improve business processes
- Hybrid/Mostly In Office
- Up to 20% Travel Required
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.
