Service Excellence Lead
1 week ago
Element employees make a difference in the lives of others every day.
We are re-defining the fleet management industry to be people first, then business - delivering on our promise of a superior client experience.
This takes hard work and innovation, and we need more like-minded people on our team.What We Need
We are looking for a Service Excellence Lead 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 differenceAre you:
- Experienced in promoting consistent and reliable, and superior customer service.
- Selfmotivated; demonstrates initiative and takes action to accomplish objectives
As the Service Excellence Lead, 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.
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 ProjectsRequirements:
- BS or BA in business or related field required. Equivalent experience may be considered in lieu of a BS/BA degree. 57 years relevant customer service or client account management experience, preferably in a B2B service environment
- Experience in FPS 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.
- Operates as an informed business professional, making contributions both as a handson, detailoriented practitioner and as a consultant/strategist. Understands the financials and economics of the business and effectively articulates the company's competitive position and value proposition.
- Leads by example to create an environment of collaboration; encourages cooperation and teamwork and models professional behaviors. Collaborates with others across the organization to provide the best solutions. Develops and maintains a network of internal resources across functions.
- Acts with confidence and demonstrates ability to persuade/influence without authority. Effectively explores alternatives and positions to reach outcomes that gain support and acceptance of all parti
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