Client Services Team Leader

1 week ago

Des Plaines, Illinois, United States Wheels Full time
Job Overview:

The Client Services Team Leader plays a pivotal role in overseeing a dedicated group of Customer Support Specialists who assist Account Managers in meeting customer demands effectively. This position emphasizes the importance of customer satisfaction and the ability to guide a high-performing support team. As team members embark on their journey in the fleet management sector, this leader is tasked with providing essential training and development.

Key Responsibilities:
  • Engage daily with team members to pinpoint areas for enhancement.
  • Manage scheduling effectively to ensure the department is consistently staffed.
  • Establish backup plans for critical accounts and during peak times.
  • Monitor and manage the daily workflow of customer support requests.
  • Oversee operations and assign tasks to ensure timely completion.
  • Conduct performance evaluations, coaching, and mentoring with a focus on career growth.
  • Identify enhancements in Customer Experience and collaborate with management to implement solutions.
  • Provide after-hours support during outages or escalated customer issues.
  • Work closely with Account Managers and Customer Experience Managers to meet customer expectations and performance metrics.
  • Organize training sessions for newly onboarded Support Team Members.
  • Assist the Driver Call Center with coverage and support as needed.
  • Address operational inquiries and escalations related to the Support Team.
  • Participate actively in inter-departmental meetings.
  • Maintain open communication with senior management regarding customer feedback and trends.
  • Effectively manage remote team operations.
  • Facilitate weekly meetings to review team performance.
  • Conduct regular one-on-one meetings with team members to provide feedback and set expectations.
  • Document and address employee conduct, providing necessary feedback for improvement.
  • Collaborate with HR on performance-related issues.
Additional Duties:
  • Engage in managerial and customer meetings.
  • Deliver presentations to various audience sizes.
  • Promote a culture of teamwork and collaboration.
  • Perform other assigned tasks as necessary.
Qualifications:
  • Bachelor's Degree in Business or related field, or equivalent experience.
  • Minimum of 5 years in client service roles.
  • Experience in project leadership is advantageous.
  • Background in training and development is a plus.
Skills:
  • Proven ability to motivate and guide teams towards achieving results.
  • Strong focus on results with a track record of meeting and exceeding goals.
  • Ability to prioritize tasks and deliver outcomes on schedule and within budget.
  • Experience in training and developing team members.
  • Excellent organizational and presentation capabilities.
  • Strong interpersonal skills.
  • Proficient in Microsoft Office Suite - Word, Excel, PowerPoint, and Outlook.
  • Experience with payroll auditing and performance monitoring tools.
  • Exceptional communication skills, both written and verbal.
  • Analytical skills to assess costs and pricing in a fleet context.
  • Ability to analyze complex data and derive meaningful insights.
Work Environment:
  • Hybrid/Mostly In Office.
  • Occasional travel may be 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.

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