Share this Job

Client Service Leader

Apply now »

Date: Jan 28, 2019

Location: Neenah, WI, US, 54956

Company: J. J. Keller & Associates, Inc.

Requisition #: 10530
Functional Area:  Customer Service; Leadership; Transportation
Employment Type:  Full-Time
Work Hours:  Standard Business Hours with occasional business travel
Travel Requirement:  Up to 10%

 

At J. J. Keller, we are 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 and simplify the complexities of compliance. We’re proud of our associates and how they work together to achieve outstanding growth. Our associates have named J. J. Keller as a Great Place to Work® three years in the running. We believe it’s because we care about their professional and personal aspirations, providing ample flex-time and remote working options, in addition to vacation/paid time off and holidays, opportunities for associate development, our wellness program, and other comprehensive benefits to help our associates go beyond a career. 

 

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. 

Position Summary

J. J. Keller has a leadership opening in one of our fastest growing departments; Managed Services, which is a department in which client's outsource their regulatory compliance activities to J. J. Keller to perform on their behalf. This department is comprised of fleet and regulatory compliance experts who clients rely on to off-load the time consuming/complex tasks of managing driver safety and vehicle compliance. Our internal team of 300+ compliance associates perform work to ensure our clients stay up-to-date on various regulatory requirements. 

 

This leadership position is responsible for overseeing the activities of 13 direct reports in an assigned accounts Client Service Team and to ensure all client requirements and deliverables are met on-time and with quality. The Client Service Manager will also collaborate between Managed Services clients and the service operations team to ensure client satisfaction is delivered in balance with maintaining profitability.

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:
     - Associate retention
     - Client loyalty and retention objectives
     - Revenue and gross margin objectives
     - Service turnaround times and work processing deadlines (state and internal)
     - Productivity objectives
  • Acquires and maintains expertise on regulatory requirements. Monitors and assesses regulatory changes, communicates regulatory information and plays a lead role in modifying services to accommodate changing regulatory requirements. 
  • 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. 
  • Designs, implements and monitors internal processes and procedures to ensure production, client and regulatory requirements are satisfied. 
  • Develops and maintains a communication system that ensures all pertinent information is shared with associates on a consistent and timely basis. 
  • Maintains ongoing communication and positive working relationships with all associates, clients, business partners, vendors and J. J. Keller departments to resolve service issues and other concerns in a fair and timely manner. 
  • Actively participates in business planning, new service development, partnership development, and other tactical departmental processes and procedures to identify service enhancements and internal productivity gains. 
  • Facilitates continuous process improvements for the department and the company as a whole. 

Qualifications

Experience:

  • 5+ years of experience in a service operations or customer service environment.
  • 2+ years of experience in a leadership role desired.

Education:

  • Bachelor's Degree in business-related field preferred.

Other Skills/Qualifications:

  • Strong verbal and written communication skills.
  • Strong organizational and time management skills.
  • Strong project management, process analysis and problem solving skills.
  • Ability to interact with internal and external customers at all levels.
  • Sincere commitment to providing outstanding client service. 

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.

 

Other Information

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.

 

J. J. Keller & Associates, Inc. is an 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: Law, Compliance, Project Manager, Legal, Customer Service, Technology