Account Executive, Client Services

Wheels, Inc.
Job Description
The role of an Account Executive is to seek and resolve information regarding client issues/problems.  Success depends on building relationships with internal and external customers, while exercising initiative and flexibility.  An Account Executive must demonstrate the ability to effectively manage a portfolio of 8,000 vehicles or commensurate levels of responsibility associated with the client.  An Account Executive must provide direct support to the Senior Account Executive, and Service Manager while also providing guidance and training to CSR's.
  • Work towards 100% client retention
  • Answer the telephone and respond to client inquires.  Meet Client Service responsiveness standards.
  • Seek information to determine resolution to client inquires/issues.
  • Work as a team with Client Service Account Manager, Service Manager, and Senior AE to maintain account communication and client expectations.
  • Manage key files/reports/process/
  • Complete Quarterly certification programs around vehicle life cycle management
  • Review the work of Client Service Representatives daily to assure completion.
  • Provide coaching and training needs to newer employees as well as the CSR's.
  • Identify crucial differences and similarities between current and past client situations in order to provide guidance for clients
  • Establish and maintain communication channels with clients, Manager, and other team members.
  • Manage client satisfaction by following through on client requests, seeking additional resources as needed.
  • Respond to client requests within department standards.
  • Analyze account information to identify new opportunities for clients and communicate to AM or SM.
  • Stay abreast of industry trends and new Wheels systems, policies and procedures.
  • Pursue industry related classes; i.e. TMI or related correspondence courses in addition to reading automotive and Fleet Publications.
  • Support other group members and departments as appropriate in their efforts. 
  • Work with Sr. AE, Account Manager, and Service Manager to improve processes that benefit clients and or increase Wheel's efficiency.
  • Support other group members and departments as appropriate in their efforts.
  • Identify, manage, and maintain cycle time commitments inter and intra-departmentally, VM's and e-mails.
  • Communicate effectively with sales team members about issues/challenges associated with client relations.
  • Participate in customer relations activity at the request of Service Manager.
  • Other duties as assigned.
  • Maintain quality standards and metrics by customer.
  • Maintain established performance guidelines.
  • Support organization missions and goals.
  • Pro-actively client issues and develop a communication strategy to affected parties.
Desired Behavior:
  • Team player
  • Cooperative
  • Supportive of decision making
  • Results oriented
  • Objective
  • Serve as support in Senior Account Executive absence
  • Use analytical and problem solving techniques and prevent client issues
  • Consistent communication with superiors, peers and customers
  • Communication- Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
  • Building Customer Loyalty- Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty
  • Time Management- Effectively managing one’s time and resources to ensure that work is completed efficiently.
  • Building Trust- Interacting with others in a way that gives them confidence in one’s intentions and those of the organization.
  • Problem Assessment- Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions.
  • Problem Solution- Using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences.
  • Strategic Relationships- developing and using collaborative relationships to facilitate the accomplishment of work goals.
  • Adaptability- Maintaining effectiveness when experiencing major changes in the work tasks or the work environment; adjusting effectively to work within new work structure, processes, requirements, or cultures.
  • Proactive- Taking prompt action to accomplish objectives; taking action to achieve goals beyond what is required; being proactive.
  • Team Player- Actively participating as a member of the team to move the team toward the completing of goals.
  • College degree or equivalent and/or four years of Customer Service experience
  • Some travel
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