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Customer Experience Account Manager Full-time

at Hertz in Illinois (Published at 14-02-2020)

General Responsibilities: Customer Experience Account Manager- Strategic Accounts
The Customer Experience Account Manager- Strategic Accounts will provide administrative and analytical support to your client portfolio. This role will have responsibilities for tracking and managing key performance indicators for your client portfolio while providing a world-class customer experience.
The successful candidate?s responsibilities will include, but not be limited to:
  • Process and oversee client requests
  • Understand customers? fleet policies and anticipate needs
  • Audits and Reporting of Data Integrity
  • Data and Exception Management
  • Track and Measure Key Performance Indicators
  • Analyze operational metrics to identify opportunities for enhancements
  • Clearly communicate recommendations to customers and across the organization
  • Create SOPs and FAQ documentation
  • Facilitate of training of support personnel
  • 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.
#LI-KR1 Mandatory Requirements: Essential Requirements
  • 4-year College Degree required
  • One to two years of relevant experience
  • Intermediate to Advanced Proficiency in Microsoft Excel
  • Outstanding verbal and written communications skills
  • Intermediate math skills to calculate interest, percentages, depreciation rates, and discounts.
Preferred Requirements : Preferred Requirements
  • Fleet Management experience a plus
  • Aptitude for customer service and a high degree of professionalism
  • Time management skills along with excellent attention to detail
  • 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
  • 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
EEO Statement: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.

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