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Wheels, LLC · 10 hours ago

Manager, Client Services

Schaumburg, IL

Full-time

Hybrid

Mid, Senior Level

$85K/yr - $119K/yr

5+ years exp

Wheels, LLC is dedicated to moving businesses forward by delivering exceptional customer experiences. As a Manager, Client Services, you will lead a team of Account Managers to ensure client satisfaction and retention while driving operational efficiency and performance metrics.

AutomotiveCar SharingRide SharingTaxi Service

Responsibilities

Serve as an escalation point and take ownership for issues that impact the customer’s success

Uses discretion to escalate customer issues/employee issues to senior leaders as appropriate

Build and maintain strong relationships with multiple key contacts within your assigned team’s customer portfolio

Professionally addresses job performance issues such as attendance and interpersonal conflicts in the workplace

Reward and recognize favorable behaviors to enhance group effectiveness of team members

Initiate and drive the development of employees to promote continuous business improvement, maximize retention, and encourage personal growth and development within the company

Utilize capacity forecast models, Salesforce, vehicle count and processes to establish appropriate client workload, staffing levels and back-up plans that will achieve desired customer service and support objectives

Utilize Change management principles to effectively lead associates with changes in process

Identify and implement processes and procedures to improve operational efficiency and customer experience

Ensure Account Managers meet individual and team performance metrics (e.g., Salesforce cases, phone availability) and implement action plans

Establish strategic plans with Account Managers using annual customer survey results and NPS feedback to drive satisfaction, retention, and growth

Partner with Account Managers to investigate customer inquiries and drive prompt completion

Facilitate team meetings and coordinate training needs; keep employees current on industry, market, and customer updates

Qualification

Client service experienceSalesforce experienceTeam leadership experienceOperations experienceProject management skillsCustomer serviceChange managementExcel expertiseWord expertisePowerPoint expertiseVerbal communicationWritten communication