Manager of Client Support

Job Title: Manager of Client Support

Department: Client Services

Reports To: Director of Client Development

Status: Full Time

Classification: Exempt

Fleet Response's mission is to provide innovative and effective service to our clients and to maintain a high standard of professionalism and partnership in an environment that fosters opportunity, integrity, and excellence. Our mission would not be possible without an environment that is created from mutual trust and respect, coupled with a commitment to diversity, equity & inclusion

Our commitment to diversity, equity & inclusion aligns with our corporate values and is supported at the highest levels in the Company. Diversity helps to drive new business, fuel innovation, and attract and retain the best employees. It makes a difference in the workplace, marketplace, and community advancing the way we live and work.

Are you interested in joining a fast growing and customer focused company that is constantly rated as one of the Top Workplaces in Northeast Ohio? Do you feel that hard work should pay off and you value things like workplace flexibility, career advancement opportunities, a positive culture, and a genuine feeling that you belong to a team? If so, you would be perfect for Fleet Response.

Fleet Response specializes in providing services to corporations who self-insure physical damages to their fleets. Built from an insurance background with an eye for detail, Fleet Response prides itself on offering a variety of customized services to all our clients.

Fleet Response is currently seeking qualified candidates to work virtually or at our corporate office, for the following position: Manager of Client Support. The Manager of Client Support develops, coordinates, and manages all duties related to Fleet Response safety programs and the company's administrative support team. Oversees facility management including all building needs and resources.

Please Note: Fleet Response relocated to Hudson, OH.

Additional Benefits:

We offer a best-in-class benefits package including PTO, 401(k) Employer Contribution, Medical, Dental, Vision, Life, Disability and several voluntary benefit options and Eligibility for 90 Day Bonus.

Job Summary

Fleet Response is currently seeking qualified candidates to work virtually or at our corporate office, for the following position: Manager of Client Support. The Manager of Client Support develops, coordinates, and manages all duties related to Fleet Response safety programs and the company's administrative support team. Oversees facility management including all building needs and resources.

Essential Duties and Responsibilities

Includes, but is not limited to, the following:

General Areas of Responsibility:

• Role will focus on improving processes, continued development of efficiencies, and putting department procedures and KPIs in place to facilitate continued growth and success of the department.
• Manages and facilitates the implementation of new safety accounts including account set-up, billing, and custom client needs
• Evaluates repeated client requests to determine integration into standard processes/procedures
• Answers questions, recommends services to address customer concerns and responds to client and process needs.
• Closely supports and manages a safety program support team, which includes understanding technical processes to quickly troubleshoot issues to keep a team efficiently moving forward
• Handles all building facility needs, including sourcing and oversight of building management and maintenance
• Oversees costs related to building maintenance, routine ordering of supplies, employee lunches and other standard business needs

Management Responsibilities:

• Directly manages Safety Support Staff including Supervisor, DHP Administrator, Business Development Coordinators, Client Support Coordinators and Front Desk Personnel.
• Conducts performance reviews and responsible for the on-going training of all employees within the departments.
• Ensures work is completed efficiently, effectively and on time by all team members; assigns and delegates work appropriately
• Screens, interviews, and hires for open positions within the department.

• Oversees the tasks assigned to team members including:

• Sales Needs: ex: Proposal requests & presentations
• Facility Maintenance and office management functions: ex: supplies, packets, holiday cards
• Client Support: ex: Online tools training, safety program demonstrations, password resets & training, phone queue management relating to Operator and safety program calls
• Daily safety account and client management

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Bachelor's degree in Business Administration or Communications or similar educational background from an accredited 4-year college or university
• 5+ years of successful experience in department managerial position
• Ability to write reports, business correspondence, and procedure manuals.
• Effectively deliver information and respond to questions from groups of managers, clients, and customers.
• Practical problem-solving skills, dealing with a variety of variables and situations
• Ability to understand complex systems and technical solutions, while working quickly to find answers and move forward efficiently
• Strong organizational skills, and ability to prioritize and multi-task

Preferred Knoweldge, Competencies, and Skills

• Strong interpersonal skills to ensure excellent internal and external customer service.
• Strong investigative and organizational skills.
• Excellent written and verbal skills.
• Strong ability to multi-task and manage time effectively.
• Highly motivated, strong initiative, self-starter with team focus.
• Demonstrates dependability, punctuality, and excellent attendance.

Work Schedule

A variety of flexible work arrangement schedules are available, with the ability to work from home as part of your schedule, after completion of training.

This position works Monday through Friday, 8:00 AM until 5:00 PM.

Please Note: Fleet Response relocated to Hudson, OH.

About Fleet Response

Fleet Response provides claims management, accident management, driver safety training, subrogation services with a focus on customers and technology Built from an insurance background, we helped to create today's risk-conscious model of fleet and accident management. We help you manage risk by working to reduce accidents, constrain the cost of vehicle repair, get vehicles back in service faster, and maximize reimbursement through subrogation.