Position Overview
Verra Mobility’s Europe office is looking for a Client Support Consultant to join the Field Services organization. We are seeking a highly motivated, analytical individual who can effectively manage the Transponder & Marketing Support Management and all other field related services in Italy. Someone who has a solid operations background combined with customer support experience. Strong problem-solving skills, critical thinking, analysis and communication skills, along with an ability to motivate the (client) team and drive change, are required. The position is accountable for operational performance service-level agreements (SLAs) and serving as the primary liaison for other internal business groups.
Essential Responsibilities
* Build and manage relationships with our Italian Customers to ensure service satisfaction.
* Transponder management. Work with our warehouse/logistics to manage supplies and ensure our clients always have the proper number of supplies/transponders.
* Ensure and monitor efficient and effective stock management of Tolling marketing material. Assist in the development and implementation of the process.
* Working closely with client’s staff to ensure incidents are triaged and problems resolved within agreed SLA.
* Handle escalations and monitor and evaluate performance.
* Analyze vehicle movement trends, analytical insights and customer feedback to adjust and manage schedules to optimize performance and meet customer coverage expectations.
* Responsible for ensuring that inventory from the field is being retrieved.
* Work with internal and external stakeholders to collaborate and share knowledge amongst regions.
* Perform other duties as assigned.
Qualifications
* Bachelor's degree in business, Management, or related field, or an equivalent combination of education, training and experience is required.
* A highly motivated, analytical, operationally ready leader who operates with a smile!
* Detail oriented with strong attention on designing and implementing solutions and exceeding service levels.
* Excellent (remote) teamwork skills are a must as position will require constant communication with team members and various departments.
* You are a communicator; you know how to get your point across efficiently and effectively to both customers and colleagues.
* You think outside the box. You may not always know the answer, but you certainly know how to find it.
* Ability to work well under pressure and juggle multiple priorities, be highly adaptable to change.
* Fluent in Italian and English language.
* Must be proficient in Microsoft Excel and Outlook.
* Travel in Italy is required – up to 75% - Required to go in the field and deliver supplies/transponders to Rental agencies.
* Driver’s license.
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