The Hertz Corporation Customer Experience Account Manager in Bannockburn, Illinois
The Customer Experience Account Manager will manage a portfolio of customers and be responsible for fulfilling customers’ requirements and expectations while working cross functionally within Donlen. Account Manager is the primary contact for our customers who have company vehicles matters related to the administration of the Corporate Fleet policy. This position will have significant interactions within the customer’s company structure: finance, human resources, risk management, account payment and all levels of field operations and senior company executives. Some of the areas where we can provide guidance for our customers include selection of vehicles, setting appropriate cycling parameters, improving vehicle operations management, and increasing driver productivity.
The successful candidate’s responsibilities will include, but not be limited to:
Process and oversee client requests
Take ownership of key customer accounts and establish yourself as a content (Donlen’s products and services) and communications expert to our customers.
Train and guide customers on utilizing our interactive fleet platform.
Serve as an escalation point for issues that impact the customer’s success
Strong analytical/logical skills to gather and organize complex data and provide appropriate solutions to our customers.
Clearly communicate recommendations to customers and across the organization
Take ownership of customer issues until closure
Build and maintain strong relationships with multiple key contacts within your assigned customer portfolio
Closely manage and nurture accounts to identify and eliminate risk of attrition
Create SOPs and FAQ documentation
Document business requirements for IT projects
The objective of the account manager is to provide an industry leading service experience for all customers. This experience will provide Available support, Responsive service, Expertise, Proactive service, and Accurate work.
4-year College Degree or Equivalent work experience required
One to two years of relevant experience
Intermediate Proficiency in Microsoft Excel
Outstanding verbal and written communications skills
Intermediate math skills to calculate interest, percentages, depreciation rates, and discounts.
Fleet Management experience a plus
CAFS or CAFM certification a plus
Aptitude for customer service and a high degree of professionalism
Time management skills along with excellent attention to detail
Diplomacy, tact and grace under pressure when working through challenging and/or urgent customer issues
Team player with strong collaborative skills
Ability to be flexible and adapt quickly in a fast-paced environment
Energetic and pro-active: a driven, self-starter who can work independently and as part of a team
Proven track record of professionalism in a dynamic work environment
Ability to provide sound problem solving, analysis and critical thinking.
Ability to gather, analyze and organize complex data and draw appropriate conclusions
Ability to apply tools to understand and improve business processes
Ability to translate business needs into actionable detailed business requirements
Physical Requirements/Work Environment
- Office Setting and or Remote Work
Donlen is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.
Donlen is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law. Donlen is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans.
Posted Date 2 weeks ago (9/16/2020 8:04 PM)
Job ID 193962
# Positions 1
Position Type Regular Full Time
The Hertz Corporation
- The Hertz Corporation Jobs