Service Excellence Lead

We are looking for a Client Relations Lead- Service Excellence to join Element Fleet Management. As the largest pure-play fleet manager in the world, we provide unmatched products and services and solutions to our clients.

At Element, employees play a critical role in delivering value to customers and ensuring an exceptional client experience. We are committed to the success of our clients, employees, and investors by fostering a culture where every employee can make a difference!

Are you :

• Experienced in promoting consistent and reliable, and superior customer service.

• Self-motivated; demonstrates initiative and takes action to accomplish objectives

As the Client Relations Lead, Service Excellence, you will be responsible to bring consistency, reliability and quality to service recovery and other service excellence efforts for the FPS (Fleet Partnerships Services) organization. Engaging with FPS team in identified client service recovery project in a Lead capacity and ensuring adoption of a consistent, high quality service recovery process and other quality initiatives within FPS

A Day in the Life

Service Quality/Retention

• Promote the Service Quality Mindset towards the goal of developing consistent and reliable superior customer service across the FPS organization and prevention of service recovery situations.

• Lead assigned service recovery projects and share lessons learned with the Service Quality Team. To include coaching the FPS account team towards efforts needed to improve service quality.

• Identify, share, and help implement best-in-class processes to streamline operational activities for clients during an account analysis or service recovery.

• Advise Service Quality Manager on client trends and process improvement recommendations (based on engagement during an account analysis and service recovery) that lead to internal projects and initiatives which enhance, and add value to, the FPS service model.

• Support client retention through engagement with operational teams as needed toward resolution of client service issues within service recovery or account analysis engagements.

• Builds relationships and works as an effective business partner with commercial team and operations leaders/SMEs. Influences business partners, fosters collaboration, and builds commitment to achieve shared goals.

• Develops and maintains a network of internal resources across functions. Engages others across the organization to provide the best solutions while representing the "voice of the client."

• New Hire Onboarding and associated accountabilities

• Strategic Projects

Requirements

• BS or BA in business or related field required. Equivalent experience may be considered in lieu of a BS/BA degree.

• 5-7 years relevant customer service or client account management experience, preferably in a B2B service environment

• Experience in FPS preferred.

• Project Management (PMP) -Preferred

• Continuous improvement experience such as Agile, Lean, Six Sigma Black/Green Belt- Preferred

• CAFM (Certified Automotive Fleet Manager) - Preferred

• Proven ability to coach coworkers and onboard new hires preferred.

• Successfully managed an FPS Service Recovery effort from start to finish preferred.

• Experience with client service issue resolution process.

• Experience identifying and recommending process improvement opportunities.

• >2 years of client facing account support experience

• Dedicated to meeting the expectations and requirements of customers; advocates for the customer as the top priority and is passionate about customer needs. Follows through on all committed tasks without fail.

• Builds and maintains productive working relationships based on mutual trust at all levels in the organization. Solicits, considers, and appropriately incorporates perspectives from others. Proactively communicates and engages all critical constituents.

• Obtains and effectively analyzes data, identifies trend/issues, solicits input, looks at all perspectives, reaches logical decisions or recommendations and acts quickly to implement solutions.

The hiring base salary range for this position is $70, 800- $97, 350 annually. Actual compensation within this range will be dependent upon the individual's knowledge, skills, experience, equity with other team members, and alignment with market data.