Customer Experience Strategist for Fleet Excellence

1 week ago

Mississauga, Ontario, Canada Element Fleet Management Full time

We are redefining the fleet management industry to prioritize people and business, delivering exceptional client experiences.

What We Need

A seasoned Client Relations Lead - Service Excellence to join Element Fleet Management. As the largest pure-play fleet manager globally, we provide unparalleled products and services tailored to our clients' needs.

You will be responsible for:

  • Promoting consistent, reliable, and superior customer service across the FPS organization.
  • Leading assigned service recovery projects and sharing best practices with the Service Quality Team.
  • IDentifying, implementing, and optimizing best-in-class processes for streamlined operational activities with clients.
  • Collaborating with the Service Quality Manager on client trends and process improvement recommendations for enhanced internal projects and initiatives.
  • SUPPORTing client retention through engagement with operational teams during service recovery or account analysis engagements.
A Day in the Life

Service Quality/Retention

  • Promote a Service Quality Mindset: Develop consistent and reliable superior customer service across the FPS organization.
  • Lead Service Recovery Projects: Coach the FPS account team towards efforts needed to improve service quality and share lessons learned with the Service Quality Team.
  • Identify Best Practices: Implement best-in-class processes to streamline operational activities for clients during an account analysis or service recovery.
  • Client Trends and Process Improvement: Advise the Service Quality Manager on client trends and process improvement recommendations for internal projects and initiatives.
  • Support Client Retention: Engage with operational teams as needed toward resolution of client service issues within service recovery or account analysis engagements.
Requirements
  • Bachelor's degree in Business or related field required.
  • 5-7 years of relevant customer service or client account management experience, preferably in a B2B service environment.
  • Project Management (PMP) certification preferred.
  • Continuous improvement experience such as Agile, Lean, Six Sigma Black/Green Belt preferred.
  • CAFM (Certified Automotive Fleet Manager) certification preferred.
  • Proven ability to coach coworkers and onboard new hires preferred.
  • Experience with client service issue resolution process and >2 years of client-facing account support experience.
Salary: $80,000-$110,000 per yearBenefits
  • A culture of innovation, empowerment, decision-making, and accountability.
  • Comprehensive health and welfare benefits for you and your family, fostering a culture of wellness.
  • Additional benefits and amenities, including paid time-off programs (vacation, sick leave, and holidays).

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