Supervisor, Client Services Manager

20 hours ago

Des Plaines, Illinois, United States Wheels Full time

Job Title: Supervisor, Client Services Manager

Company: Wheels

Job Summary:

We are seeking a highly skilled and experienced Supervisor, Client Services Manager to lead our team of Customer Support Specialists. As a key member of our organization, you will be responsible for providing guidance, leadership, and performance management to our team, ensuring exceptional customer satisfaction and high-performing support.

Key Responsibilities:

  • Lead a team of Customer Support Specialists, providing guidance, leadership, and performance management to ensure exceptional customer satisfaction and high-performing support.
  • Develop and implement effective schedule management strategies to ensure the department is adequately staffed at all times.
  • Collaborate with Account Managers and Customer Experience Managers to ensure customer expectations, SLA's, and KPI's are achieved.
  • Identify opportunities for improvement and implement solutions to enhance customer experience.
  • Provide off-hours backup support in case of an outage, customer escalation, or issues with team coverage.
  • Facilitate weekly staff meetings, huddles to review team performance, and one-on-one meetings with team members to provide feedback and set expectations.
  • Partner with HR to deliver expectation-setting regarding employee performance issues.
  • Maintain an open dialogue to communicate changes or updates to senior management.

Additional Responsibilities:

  • Participate in managerial and customer meetings.
  • Handle day-to-day office interactions.
  • Make presentations to both small and large audiences.
  • Foster a spirit of cooperation and teamwork.

Requirements:

  • Bachelor's Degree in business or equivalent experience in a related field.
  • 5+ years of client service experience.
  • Demonstrated project leadership skills and training and development experience.
  • Proven capability of motivating, developing, and directing others to achieve results.
  • Strong results orientation with the ability to consistently meet and exceed goals.
  • 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.
  • 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.

Work Environment:

  • Hybrid/Mostly In Office
  • Up to 20% Travel Required

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.

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