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Client Services Team Leader

2 months ago

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

The Client Services Team Leader is tasked with overseeing a group of Customer Support Specialists dedicated to assisting Account Managers in meeting customer requests effectively. This position demands a strong emphasis on customer satisfaction and the capability to guide a high-performing support team. The team members are entering the fleet management sector at an entry-level, necessitating robust training and development practices.

Key Responsibilities:
  • Engage daily with team members to pinpoint areas for enhancement.
  • Manage scheduling to ensure the department is consistently staffed.
  • Establish proper backup protocols for high-priority accounts and peak times.
  • Monitor and manage the daily workflow of the CARE team.
  • Supervise operations and delegate 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, escalations, or staffing shortages.
  • Work closely with Account Managers and Customer Experience Managers to meet customer expectations, SLAs, and KPIs.
  • Facilitate training sessions for newly onboarded Support Team Members.
  • Offer additional assistance to the Driver Call Center as needed.
  • Address operational inquiries and escalations related to the Support Team.
  • Participate actively in management and customer meetings.
  • Maintain open communication with senior management regarding observed customer patterns.
  • Effectively manage the team in a remote setting.
  • Conduct weekly staff meetings and huddles to review team performance.
  • Hold regular one-on-one meetings with team members to provide feedback and set expectations.
  • Document and address employee conduct and performance issues.
  • Collaborate with HR on employee performance matters.
Additional Duties:
  • Participate in managerial and customer meetings.
  • Handle daily office interactions.
  • Deliver presentations to various audience sizes.
  • Promote a culture of teamwork and cooperation.
  • Perform other assigned duties as necessary.
Qualifications:
  • Bachelor's Degree in business or a related field, or equivalent experience.
  • 5+ years of experience in client services.
  • Demonstrated leadership skills in project management.
  • Experience in training and development is a plus.
Skills:
  • Proven ability to motivate and direct teams to achieve results.
  • Strong focus on results with a history of meeting and exceeding goals.
  • Ability to prioritize commitments and deliver results on time and within budget.
  • Experience in training and developing team members.
  • Excellent organizational and presentation skills.
  • Strong interpersonal skills.
  • Ability to manage teams and meet tight deadlines.
  • Proficient in Microsoft Office Suite - Word, Excel, PowerPoint, and Outlook.
  • Experience with payroll auditing and process management.
  • Exceptional communication skills, both written and verbal.
  • Bilingual in French or Spanish is an advantage.
  • Analytical skills for understanding pricing and cost-saving strategies.
  • Ability to analyze complex data and draw meaningful conclusions.
  • Competence in applying tools to enhance business processes.
Work Environment:
  • Hybrid/Mostly In Office.
  • Up to 20% 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 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.