The Hertz Corporation Lead Customer Care Specialist - Exec in Oklahoma City, Oklahoma

General Responsibilities

Lead Customer Care Specialist - Exec

The Lead Customer Care Specialist - Exec will focus on coaching to performance, enhancing customer service, quality and production, maximize cost savings, increase first contact resolution, etc. A lead handles more complex issues such as escalations and supports the Team Leader with quality monitors, achieving performance targets, distributing workload as applicable and other projects as assigned. Development provided by Communications and Training for coaching content. The Lead Customer Care Specialist is a developmental position for possible future career growth and management role preparation.

  1. Assist Team Leaders through coaching agents in specific skillsets, this includes completion of Agent Development Plan with SMARTS objectives.

  2. Handle agent questions, service issues and customer complaints as first level of escalation. This may include completing outgoing calls to customers, accounts, affiliates/associations.

  3. Serve as backup on calls and files as business needs arise.

  4. Clerical duties that may include copying, data input, headset administration, creating of flyers, bulletins, handling of email in-boxes etc. as assigned.

  5. Assist with huddles as requested by Team Leader.

  6. Assist Team Leaders in updating department SOPs and references.

  7. Assist Team Leader in completion of monitors including but not limited to the required monthly monitors.

  8. Review of customer Medallia surveys and make recommendations for actions and/or follow-up

  9. Distribute workload, applicable to recovery areas.

  10. Communicate and share feedback on quality, policy/procedure guidance, training gaps and needed training updates with a goal of driving solutions and ensuring the business operations is aware of current trends on a real time basis.

  11. Ability to work any hours as required by shift rotation and/or department operating hours. There will be on-site and at home positions available dependent on department the lead supports.

  12. Support ad hoc requests or other duties as required

Mandatory Requirements

Educational Background:

  • Minimum of High School Diploma or GED;

  • Some college or post-secondary education is desired

Professional Experience:

  • Previous experience in coaching, training or handling escalations is preferred

  • Previous experience of working under pressure and to deadlines

  • Consistent achievement of required targets

Knowledge:

  • Fluency in English

  • Working knowledge of Microsoft Office (Excel, Word and PowerPoint) required

  • Knowledge of Hertz systems used in the area of interest, i.e. Excalibur, Rets, HLES, GAR, HIRS, Empower, CTIOS, etc.

Skills:

  • Must be strong in level of quality expectation

  • Must have good communication skills to take part in various conferences with sites across the globe

  • Must be strong in decision making with proper focus on quality, revenue protection and first contact resolution

  • Must be responsible and able to work with and through others, building and maintaining relationships, and working closely and accurately within established guidelines.

  • Excellent time management and organizational skills

  • Flexibility & Reliability

  • Excellent communication skills; written & verbal

  • Ability to work in a fast-paced environment

  • Ability to build and maintain relationships

EEO Statement

Hertz is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law. Hertz is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans.

Job ID 164232

# Positions 1

Category RAC Operations

Division OKC - Customer Contact Center

Position Type Regular Full Time