Client Advisor - Shell - French Speaking
About The Position
The Client Advisor is a French-speaking frontline contact responsible for proactively engaging at-risk fleet account owners and protecting customer retention and company revenue. The role manages an assigned daily outreach queue, diagnoses customer concerns, communicates the value of WEX solutions, and works to retain accounts. The advisor handles standard retention actions directly and escalates cases requiring custom counter-pricing to the Value Desk. The position also identifies potential cross-sell opportunities, maintains accurate CRM records, and participates in coaching and ongoing skill development. Performance is measured through outreach activity, meaningful customer conversations, account saves, data quality, escalation quality, referral quality, and customer satisfaction.
Requirements
- Fluency in French.
- 1–3+ years of experience in high-volume outbound sales, retention, account management, or customer success.
- Ability to handle objections, engage decision-makers, and lead value-focused conversations.
- Active listening skills to quickly diagnose customer concerns and risk factors.
- Operational discipline, including consistent pipeline tracking and accurate CRM documentation.
- Clear, confident, and professional phone and written communication skills.
- Goal-driven mindset and commitment to meeting activity standards and account-save targets.
- Openness to call reviews, coaching, and testing new approaches.
Nice To Haves
- Background in fleet, payments, fintech, or subscription-based B2B services.
- Experience using Salesforce, Salesloft, or similar CRM and sales engagement platforms.
- Experience working in a fast-paced, scaling team environment.
Responsibilities
- Execute the assigned daily outreach queue, prioritize high-risk accounts, and consistently run outreach sequences while documenting account activity.
- Make proactive outbound calls to at-risk fleet account owners, listen to their concerns, explain WEX solutions, and address objections to rebuild customer commitment.
- Identify customer risk drivers, such as declining vehicle activity, fee sensitivity, or competitive proposals, and use tailored account adjustments to retain accounts.
- Recognize cases that exceed standard advisor parameters, document relevant details, and escalate them to the Value Desk for resolution.
- Identify and qualify cross-sell and expansion opportunities, then refer them to growth partners.
- Accurately and promptly log calls, interaction outcomes, risk signals, and status updates in CRM and engagement tools.
- Participate in one-on-one coaching, call reviews, and team playbook sessions, and apply feedback to improve performance.
- Provide a respectful, supportive customer experience on every interaction.
- Meet performance expectations for outbound activity, meaningful conversations, retained accounts and revenue, CRM data quality, escalations, referrals, and customer satisfaction.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Retirement savings plan
- Paid time off
- Health savings account
- Flexible spending accounts
- Life insurance
- Disability insurance
- Tuition reimbursement
- Dedicated one-on-one coaching and continuous professional skill development
- Career path opportunities within Retention and Customer Success
- Competitive compensation with base salary and variable performance incentives; most sales positions may be eligible for commission under an applicable plan
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
