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Get started on an exciting career at Element!

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 Customer Support Team Lead (Telematics) 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:

• Able to articulate; conveys information in a clear, confident manner. Understands audience needs; reads reactions and adjusts appropriately.

• 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.

As the Operational Support Team Lead (Telematics) you will be responsible for providing account support, guidance, and mentoring to an assigned team of multiple Specialists. They are accountable for the implementation of process improvements, best practice sharing, team metrics and project management, as needed. Telematics Team Lead are also responsible for improving client retention by engaging service recovery plans and client process enhancements.

A Day in the Life

Team and Offshore resources (Genpact) Engagement

• Provides account support and guidance for an assigned team of multiple specialists and offshore (Genpact) resources to drive a consistent and superior client experience

• Identifies and provides mentoring for assigned team of Specialists

• Act as the liaison between offshore (Genpact) resources and rest of the team checking on quality of SOP completion, collecting feedback and resolving open SOP questions. Monitor the case metrics and total resource utilization statistics

• Manage and resolve all Service Cloud cases assigned within expected time commitments and with the quality expected from clients.

• Advise leadership on client trends and process improvement recommendations (based on engagement with assigned team) that lead to internal projects and initiatives which enhance, and add value to, the Telematics service model

• Direct workflow process improvements to promote capacity and efficiency within assigned team

• Identify, share, and help implement best-in-class processes to streamline operational activities for the clients supported by the assigned team

Client Experience/Retention

• Manage transition of support for specific strategic client over to the operations specialist team for all day to day case management and support; work to automate workflows and standardize support through Offshore Genpact resources

• Builds relationships and works as an effective business partner with FPS, client success team, and operations leaders/SMEs. Influences business partners, fosters collaboration, and builds commitment to achieve shared goals.

• Manage telematics supplier issues and proactively engage contacts on larger orders & projects to establish proper expectation and ensure timely execution

Project Management

• Support client implementations, ensuring all Telematics tasks are complete on time resulting in superior client experience and favorable NPS

• Contribute to the ongoing creation and improvement of Telematics Operations and Client documentation, processes, and procedures.

Management Support

• Partner with the Product Manager with the roll-out of new processes within Telematics and engage assigned team to drive employee adoption

• Advise management on client trends, process improvement opportunities, and recommended solutions

• Identify and support mentoring opportunities for assigned team of Specialists to facilitate professional development (e.g. technical and soft skills, and process improvement skills

Requirements

• BS or BA in business or related field preferred. Equivalent experience may be considered in lieu of a BS/BA degree.

• 3 + years relevant customer service or operations case management support, preferably in a B2B service environment

• Proficiency in various MS Office software applications, including Word, Excel, PowerPoint

Knowledge and Competencies

• Dedicated to meet 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.

• Obtains and effectively analyzes data, identifies trends/issues, solicits input, looks at all perspectives, reaches logical decisions or recommendations and acts quickly to implement solutions.

• Acquires and continues to increases knowledge of the Telematics products, tools and services.

• Operates as an informed business professional, making contributions both as a hands-on, detail-oriented 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.

• 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 parties.

• Expresses ideas and opinions clearly in properly structured, well-organized and grammatically correct documents.

• Demonstrates willingness to embrace change (early adopter) and actively supports change initiatives through words and actions. Remains optimistic and recovers quickly from setbacks.

• Ensures work is completed accurately and efficiently, with significant attention to detail. Manages multiple tasks simultaneously in a rapidly changing, fast-paced, environment. Effectively allocates time to complete work and uses time effectively.

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 talentacquisition@elementcorp.com or call (800) 665-9744.

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