Job Description:

JOB OVERVIEW

The Supervisor, Client Services is responsible for leading a team of Client 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.

KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS

Daily interaction and guidance with team members to identify improvement opportunitiesDeliver effective schedule management ensuring the department is adequately staffed at all timesEnsure proper backups are in place to cover high priority accounts, and department surgesReview, assess, and manage the daily CARE workflowSupervise the floor and delegate assignments to ensure they are addressed in a timely mannerCompile performance reviews, coach, and mentor employees with a strong focus on career developmentIdentify opportunities in Customer Experience and collaborate with managers to bring solutions forwardProvide off-hours back up in the case or an outage, customer escalation or issues with team coverageCollaborate closely with the Account Managers and Customer Experience Managers to ensure customer expectations, SLA’s and KPI’s are achievedReview and implement training sessions with newly hired Support Team MembersProvide additional support to the Driver Call Center for coverage and supportRespond to operational department questions, issues and escalations related to the Support TeamActively participate in inter-departmental management and/or customer meetingsMaintain an open dialog to communicate changes or updates to senior management if and when certain patterns are observed from customers

Leadership Responsibilities Strategy

Ability to effectively manage the team remotelyFacilitate weekly staff meetings, huddles to review team performanceFacilitate 1 on 1’s with each team member on a regular basis focused on listening, provide feedback and setting expectationsObserve, document and address employee behaviors and conduct expectation-setting conversations in order to course-correctPartner with HR to deliver expectation-setting regarding employee performance issues

COMPETENCIES - SKILLS

Observes high level of confidentialityTeam leadership abilityStrong customer service and customer relationship skillsProblem solving and conflict resolution skillsOrganized and detail orientedFlexibility, adapt to change easilyAbility to handle multiple priorities and high volume of workAbility to think at a high level, multi-task, and plan aheadAbility to work effectively under pressureExceptional verbal and written communication skillsPC skills with a special focus on Excel and file managementWorking knowledge of Salesforce case managementTraining and Development experience a plusBilingual French or Spanish a plus

EDUCATION AND EXPERIENCE

College degree or equivalent experience requiredMinimum 5 years’ experience in direct client management or equivalent experienceMinimum of 2-3 years Customer Service experience in a high volume, multi-tasking environmentFrench language proficiency desired.

JOB SPECIFICATIONS, PHYSICAL DEMANDS AND WORK ENVIRONMENT

Work Environment:  Hybrid- in office and remote environment

Positions Type/Standard Schedule:  This is a full-time position, Monday through Friday.

Travel:  Travel is expected to be 20% of the time.

Physical Demands:  The level and duration of physical exertion generally required to perform critical tasks in support of critical job functions, for example - sitting, standing, walking, lifting, carrying, reaching, pushing, and pulling.

DISCLAIMER

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Our Benefits

We're proud to offer a competitive salary, extended health, dental and vison care, virtual heath, paid time off, & paid holidays, retirement with company match, exclusive discount programs, wellness programs, and more.

Pay Range:$88,900-$124,400

The base salary range for this position is listed above. This position is eligible to participate in the annual incentive plan which is based on company performance and individual performance. Compensation ranges are based on several factors including geographic location. Final offer amounts are determined by factors including, but not limited to, experience, credentials, education, certifications, skill level required for the position, the scope of the position, and geographic location. Actual pay offered will be determined on a case-by-case basis.

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.