Client Advisor - Shell - French Speaking

• Daily Outreach & Queue Execution: Work your assigned daily outreach queue with discipline — prioritizing high-risk accounts, running outreach sequences consistently, and ensuring no account is left untouched without clear documentation. Set the standard for consistent, high-energy outbound engagement.
• Proactive Customer Engagement & Value Delivery: Conduct outbound calls to at-risk fleet account owners. Actively listen to diagnose root-cause concerns, explain the full value of WEX solutions, and address objections to rebuild customer commitment before disengagement occurs.
• Risk Diagnosis & Save Execution: Identify key risk drivers early in conversations (e.g., declining vehicle activity, fee sensitivity, competitive proposals). Lead with value and tailored account adjustments to secure saves directly during the conversation.
• Escalation Management & Value Desk Partnership: Recognize when a customer scenario exceeds standard advisor parameters (such as explicit intent to cancel requiring custom counter-pricing). Document key details quickly and escalate cleanly to the Value Desk for rapid resolution.
• Cross-Sell & Expansion Signal Identification: Recognize expansion and cross-sell opportunities during retention discussions. Qualify customer needs for complementary products or services and pass clean, actionable referrals to growth partners.
• Data Quality & CRM Compliance: Log every call, interaction outcome, risk signal, and status update accurately and promptly in the CRM and engagement tools. Maintaining clean data is critical to enabling analytics and refining overall retention strategies.
• Coaching & Continuous Development: Participate actively in regular 1-on-1 coaching, call reviews, and team playbook sessions. Apply real-time feedback to continuously improve outbound conversation skills and retention performance.
• Customer Satisfaction & Experience: Own the customer experience on every interaction. Ensure every customer feels heard, respected, and supported, leaving a positive impression regardless of whether the account is retained immediately
• Activity Levels: Sustained, high-volume daily outbound calls and sequence execution across assigned queues.
• Contact & Conversation Rates: High rate of meaningful conversations with primary fleet account decision-makers.
• Account Saves: Consistently meeting or exceeding targets for retained accounts and preserved revenue.
• Data Quality & Compliance: Timely, accurate, and complete call logging and status updates in CRM without gaps.
• Escalation Quality: Escalations are documented thoroughly, timely, and routed correctly to the Value Desk.
• Cross-Sell Referral Quality: Well-qualified expansion referrals that translate into high conversion rates.
• Customer Satisfaction: Consistently strong customer feedback and satisfaction signals during calls.

Tools You Will Use Every Day

• CRM Platform: Daily queue management, account risk tracking, interaction logging, and pipeline visibility.
• Sales Engagement Platform: Outreach sequencing, dialer execution, call activity tracking, and workflow efficiency.
• Call Monitoring / Coaching Tools: Live call recording, feedback review, and playbook reference.

Experience you'll bring

• Must be fluent in French
• 1–3+ years of experience in high-volume outbound sales, retention, account management, or customer success.
• Proven ability to handle objections, engage decision-makers, and lead conversations with value.
• Active listening skills to diagnose customer friction points and risk factors quickly.
• Strong operational discipline — clean pipeline tracking and consistent, accurate CRM documentation.
• Clear, confident, and professional phone and written communication skills.
• Goal-driven mindset with a commitment to meeting activity standards and save targets.
• Continuous improvement attitude — open to call reviews, coaching, and testing new approaches.