Supervisor - Client Services

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 opportunities

• Deliver effective schedule management ensuring the department is adequately staffed at all times

• Ensure proper backups are in place to cover high priority accounts, and department surges

• Review, assess, and manage the daily CARE workflow

• Supervise the floor and delegate assignments to ensure they are addressed in a timely manner

• Compile performance reviews, coach, and mentor employees with a strong focus on career development

• Identify opportunities in Customer Experience and collaborate with managers to bring solutions forward

• Provide off-hours back up in the case or an outage, customer escalation or issues with team coverage

• Collaborate closely with the Account Managers and Customer Experience Managers to ensure customer expectations, SLA’s and KPI’s are achieved

• Review and implement training sessions with newly hired Support Team Members

• Provide additional support to the Driver Call Center for coverage and support

• Respond to operational department questions, issues and escalations related to the Support Team

• Actively participate in inter-departmental management and/or customer meetings

• Maintain 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 remotely

• Facilitate weekly staff meetings, huddles to review team performance

• Facilitate 1 on 1’s with each team member on a regular basis focused on listening, provide feedback and setting expectations

• Observe, document and address employee behaviors and conduct expectation-setting conversations in order to course-correct

• Partner with HR to deliver expectation-setting regarding employee performance issues

COMPETENCIES - SKILLS

• Observes high level of confidentiality

• Team leadership ability

• Strong customer service and customer relationship skills

• Problem solving and conflict resolution skills

• Organized and detail oriented

• Flexibility, adapt to change easily

• Ability to handle multiple priorities and high volume of work

• Ability to think at a high level, multi-task, and plan ahead

• Ability to work effectively under pressure

• Exceptional verbal and written communication skills

• PC skills with a special focus on Excel and file management

• Working knowledge of Salesforce case management

• Training and Development experience a plus

• Bilingual French or Spanish a plus

EDUCATION AND EXPERIENCE

• College degree or equivalent experience required

• Minimum 5 years’ experience in direct client management or equivalent experience

• Minimum of 2-3 years Customer Service experience in a high volume, multi-tasking environment

• French 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.

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.

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.