Customer Service Leader at J. J. Keller & Associates, Inc. in neenah, Wisconsin

Job Description:

Requisition #:
Functional Area: Leadership
Employment Type: Full-Time
Work Options: In Office / Partial Remote from Neenah/Appleton/Oshkosh area
Work Hours: 8:00 - 4:30

Position Summary

J. J. Keller has a leadership opening in ourManaged Services department.The Managed Services department is responsible for assisting our clients in managing their regulatory compliance activities. This department is comprised of fleet and regulatory compliance experts who our clients rely on to off-load the time consuming/complex tasks of managing driver safety and vehicle compliance. Our internal team of 400+ compliance associates perform work to ensure our clients stay up-to-date on various regulatory requirements.

The Customer Service Leader is responsible for overseeing the activitiesof a team of Client Service associates and ensuring services are performedin a quality manner, productivity gains are achieved, and internal/external customer client service expectations are met.

This position requires you to reside in the Neenah, WI surrounding area and can be worked a combination of at our corporate campus and from home.

Benefits and Perks

• Medical / Dental / Vision Insurance
• Annual Wage Increases + Quarterly Bonus Program + Annual Bonus Program
• 401(k) with Employer Match + Annual Profit Sharing
• 17 Days Paid Time Off (PTO) + 8 Paid Company Holidays + 1 Paid Floating Holiday
• 24 / 7 virtual care access
• No cost access to virtual fitness classes

Job Responsibilities

• Leads, develops and coaches team:
  - Provides clear expectations, feedback and recognition
  - Participates in the hiring/selection process
  - Writes and conducts performance evaluations and progress reports
  - Handles associate relations issues
• Delivers results in line with the following key metrics/accountabilities:
  - Revenue and gross margin objectives
  -Clientloyalty and retention objectives
  - Service line Service Level Agreements (SLA's) and productivity metrics
  - Associate development and retention
• Maintains superior client relationships by:
  - Focusingon client compliance
  - Participating in client statuscalls
  - Identifying, addressing, resolving and communicating issues in a timely manner
  - Actively participating in annual client business reviews
• Actively participates in business planning, new service development, partnership development and other tactical processes and procedures to identify service enhancements.
• Assists business line consultants and sales in closing complex Managed Services business, including identifying needs around service deviations required to secure business.
• Facilitates business process improvement initiatives for the department and the company, along with building recognizable sustained improvements for the client on services that are provided.
• Acquires and maintains expertise with state and federal DOT transportation regulations and vehicle legalization requirements. Monitors and assesses regulatory changes, communicates regulatory information to staff and clients, and assists in modifying services to accommodate regulatory changes.
• Maintains an environment that is focused on providing high quality services and outstanding client service. Facilitates proactive account management principles, inter-service communication and business unit integration.
• Manages expenses in line with departmental budgets and corporate business conditions.
• Maintains confidentiality of client information under the FCRA, HIPAA, and other regulatory entities.
• Adheres to the department's data security policies pertaining to FCRA, ISO 27001, and the protection of PII (Personally Identifiable Information).
• Carries out responsibilities in a fair, ethical and non-discriminatory manner and ensure that staff follows these same guidelines.
• Enforces and supports all company policies and procedures. Fully support the company's commitment to safety and the environment and strives to maintain a clean, healthy and safe workplace.

Qualifications

Experience:

• 5+ years of experience in a customer service environment.
• Prior experience in a leadership role.
• Prior experience within the transportation/vehicle legalizationindustry desirable.

• Bachelor's Degree inbusiness-related field preferred.

• Demonstrated ability to build rapport and maintain a positive working relationship with key client contacts.
• Strong verbal and written communication skills.
• Strong organizational and project management skills.
• Independent analytical thinking skills.

Physical Requirements

Work is performed primarily in a standard office environment. Work involves operation of personal computer equipment for extended periods of time. Occasional travel to offsite offices, customer sites and/or industry and training events may also be required, depending on assignment.

Travel Requirement: 10%

Other Information

At J. J. Keller, weare Difference Makers because the work we do truly matters. We protect people's lives every day. In fact, more than 90% of Fortune®1000 companies rely on J. J. Keller to help create safe work environments. View our CAREERS video to learn more about being a Difference Maker at J. J. Keller and click here to learn what our associates have to say about life as an associate at J.J. Keller.

Thank you for your interest in career opportunities with J. J. Keller & Associates, Inc.! If you experience system-related issues or need assistance with the online application, please call (920) 720-7700.

Not the right role for you, but know someone who could be a great fit? Refer them to us through our Professional Referral Program and you will earn a cash payment if your referral is hired. Learn more here .

J. J. Keller & Associates, Inc. isan Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

Nearest Major Market: Oshkosh
Nearest Secondary Market: Appleton
Job Segment: Compliance, Law, Business Process, Project Manager, Legal, Customer Service, Management, Technology