Specialist, Client Experience Assurance

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 Specialist, Client Experience Assurance 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: 

•  a problem solver and great at coming up with creative solutions?
•  a collaborator with a keen eye for detail?

As the Specialist, Client Experience Assurance, you will be researching, resolving, and responding to escalations initiated by clients and customers within contractually required time frames. Performance of these functions includes working with key Acquisitions team members, to research and resolve escalations received. This position interacts with other internal departments to research and address escalations in a timely manner. All assigned work requires close attention to detail to ensure that issues are fully and accurately addressed and reported in a consistent manner.

A Day in the Life  

• Identify areas of potential improvement and provide feedback and recommendations to management on issue resolution, quality improvement, networking contracting, policies and procedures, best practices, and performance issues
• Responsible for identifying team members needing additional coaching support
• Complete regular outbound calls regarding NPS ratings
• Analyze data to identify trends and areas for improvement
• Communicate regularly and clearly with Acquisitions leadership findings and next steps
• Conduct thorough research of escalations by analyzing all the issues involved and obtaining responses and information from internal and external entities
• Comprehensively review and evaluate complaints or grievance requests to coordinate best course of action
• Answer routine inquiries and relay information and messages to and from appropriate agencies, departments, and to all other individuals or groups requiring notification
• Document resolutions along with all required data to facilitate accurate reporting, tracking, and trending

Requirements 

• Required High School Diploma or GED
• 1 – 3 years of related professional experience preferred
• MS office proficiency
• Excellent communication and customer service skills
• Ability to manage time and prioritize multiple tasks
• Ability to focus on details and able to acquire/retain information related to different state requirements
• A strong work ethic and critical thinking ability – able to think through logical process flows and identify opportunities for improvement
• Comfortable working in a fast-paced organization, able to shift different priorities

The hiring base salary range for this position is $60,400 to $83,100 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. Please note that the disclosed salary range is solely for candidates hired to perform work within this geographic location. Candidates hired to work in other locations will be subject to the pay range associated with that location.

What’s in it for You
•  A culture of innovation, empowerment, decision-making, and accountability
•  Comprehensive health and welfare benefits that serve the needs of you and your family and foster a culture of wellness
•  Additional benefits and amenities, including paid time-off programs (vacation, sick leave, and holidays)
 

Applicants will be required to undergo a background check only if and after a conditional offer of employment has been extended.

Element Fleet Management and its wholly owned subsidiaries are an equal opportunity employer committed to diversity, equity, inclusion, and belonging. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, gender identity, age, sex, sexual orientation, disability, national origin, Aboriginal/Native American status, protected veterans’ status or any other legally-protected factors. Disability-related accommodations during the application and interview process are available upon request. Should you require an accommodation with our hiring process please send an email to [email protected] or call (800) 665-9744.

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