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.
Role Summary/Purpose:
The Account Manager FPS will be part of a cross functional team, whose main focus is to execute on day to day tasks & initiatives for Accounts through Phone Service in one team that drive a best in class customer experience by continuously delivering above expectations.
In addition, by partnering beyond functional areas, will propose innovative & sustainable processes, eliminating bureaucracy, all while in compliance and protecting the portfolio.
Essential Responsibilities:
- To respond timely and empathetically to all our customer’s needs and requests.
- Relates and communicates with different functional areas helping to expedite and improve processes.
- Document and update systems and processes if needed
- Serve as the key point of contact for operational requirements for Small Accounts
- Provide best in class service for key accounts in order to generate “a hook” to increase business for Element.
- Execute account’s fleet management policy
- Resolve in a timely manner customer requirements (First time Resolution)
- Generate an extraordinary Follow Up
- Execute Element’s value proposition for fleet administration
- Create a proactive follow up (not on demand) on tasks or client’s requirements
- Support Element’s culture One team = One Element
Qualifications/Requirements
In addition to having an Administration, Engineering, hospitality, Finance or any related academic degree and relevant understanding of processes and quality, we are looking for individuals with the following competencies & behaviors:
- Learns quickly when facing new problems; is open to change; experiments, and will try to find solutions; enjoys the challenge of unfamiliar tasks and quickly grasps the essence and the underlying structure of anything.
- Can be counted to exceed goals successfully; very bottom –line oriented; steadfastly pushes self and others for results.
- Is dedicated to meeting the expectations and requirements for customers; gets first- hand customer information and uses it for improvements in service; acts with customer in mind, establishing and maintaining effective relationships with customers, gaining their trust and respect.
- Uses rigorous logic and methods to solve difficult problems with effective solutions, probing all fruitful sources for answers; can see hidden problems, looks beyond the obvious and doesn’t stop at the first answer.
- Make decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure.
- Can quickly find common ground and solve problems for the good of all, representing his/ her own interests and yet being fair to other groups; is capable of solving problems with peers with minimum noise; is seen as a team player, cooperative, who gains trust and support of peers.
- Practices attentive and active listening with patience, but also can accurately restate the opinions of others even when there is disagreement.
- Knows personal strengths, weaknesses, opportunities and limits; seeks feedback without being defensive; gains insights from mistakes.
- Up to two years of relevant work experience in Customer Care
Desired Characteristics:
- Up to two years of quality, processes
- Fluent in English and Spanish.
What’s in it for You
At Element, we recognize our team's efforts with a competitive compensation package and benefits that go beyond legal requirements:
• Competitive base salary
• Annual bonus
• Savings fund and savings account
• Retirement plan with company contribution
• Grocery and restaurant vouchers
• Support for sports activities
Additionally, we offer non-monetary benefits that enhance your quality of life, serve the needs of you and your family and foster a culture of wellness: medical and life insurance, flexible schedules, a hybrid work model, and free parking.
We are a culture of innovation, empowerment, decision-making, and accountability.
Candidates must be willing to comply with a pre-employment background check.
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 55 5018 7100.
Skills Required
- Bachelor's degree in Administration, Engineering, Hospitality, Finance, or related field
- Relevant understanding of processes and quality management
- Up to two years of relevant work experience in Customer Care
- Ability to learn quickly, adapt to change, and solve unfamiliar problems
- Customer-focused with strong service orientation and ability to build trust
- Strong problem-solving, decision-making under pressure, and follow-up skills
- Teamwork, active listening, and effective cross-functional collaboration
- Willingness to comply with pre-employment background check
- Experience with quality and process improvement (desired)
- Fluent in English and Spanish (desired)
What We Do
Element Fleet Management (TSX: EFN) is the leading global fleet management company, providing world-class management services and financing for commercial vehicle and equipment fleets. Our suite of fleet management services span the total fleet lifecycle, from acquisition and financing to program management and remarketing – helping customers optimize performance and improve productivity.
