Lead Customer Care Specialist
Job Purpose:
The primary focus is coaching to performance to enhance revenue production, maximize cost savings, increase first contact resolution, etc. A Lead handles more complex issues such as escalations and supports the Team Performance 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.
Business Impact:
This role has an impact on our financial performance, service and customer loyalty
Job Contributions – What Will You Do:
Assist Team Performance Leaders through coaching specialists in specific skillsets this includes completion of Agent Development Plan with SMARTS objectives.
Handle agent questions, service issues and customer complaints as first level of escalation. This may include completing outgoing calls to customers, accounts, affiliates/associations.
Serve as backup on calls and files as business needs arise.
Clerical duties that may include copying, data input, headset administration, creating of flyers, bulletins, handling of email in-boxes etc. as assigned.
Assist with huddles as requested by Team Performance Leader.
Assist Team Leaders in updating department SOPs and references.
Assist Team Leader in completion of monitors including but not limited to the required monthly monitors.
Review of customer Medallia surveys and make recommendations for actions and/or follow-up
Distribute workload, applicable to Replacement areas.
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.
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.
Support ad hoc requests or other duties as required
Experience and Qualifications:
Previous experience in coaching, training or handling escalations is preferred
Previous experience of working under pressure and to deadlines
Consistent achievement of required targets
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, HIRMS, HLES, GAR, HIRS, Empower, CTIOS, etc.
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 growth 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
What You’ll Get:
40% off any standard Hertz Rental
Paid Time Off
Medical, Dental & Vision plan options
Retirement programs, including 401(k) employer matching
Paid Parental Leave & Adoption Assistance
Employee Assistance Program for employees & family
Educational Reimbursement & Discounts
Voluntary Insurance Programs - Pet, Legal/Identity Theft, Critical Illness
Perks & Discounts –Theme Park Tickets, Gym Discounts & more
The Hertz Corporation operates the Hertz, Dollar Car Rental, Thrifty Car Rental brands in approximately 9,700 corporate and franchisee locations throughout North America, Europe, The Caribbean, Latin America, Africa, the Middle East, Asia, Australia and New Zealand. The Hertz Corporation is one of the largest worldwide airport general use vehicle rental companies, and the Hertz brand is one of the most recognized in the world.
US EEO STATEMENT
At Hertz, we champion and celebrate a culture of diversity and inclusion. We take affirmative steps to promote employment and advancement opportunities. The endless variety of perspectives, experiences, skills and talents that our employees invest in their work every day represent a significant part of our culture – and our success and reputation as a company.
Individuals are encouraged to apply for positions because of the characteristics that make them unique.
EOE, including disability/veteran
Apply To This Job
The primary focus is coaching to performance to enhance revenue production, maximize cost savings, increase first contact resolution, etc. A Lead handles more complex issues such as escalations and supports the Team Performance 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.
Business Impact:
This role has an impact on our financial performance, service and customer loyalty
Job Contributions – What Will You Do:
Assist Team Performance Leaders through coaching specialists in specific skillsets this includes completion of Agent Development Plan with SMARTS objectives.
Handle agent questions, service issues and customer complaints as first level of escalation. This may include completing outgoing calls to customers, accounts, affiliates/associations.
Serve as backup on calls and files as business needs arise.
Clerical duties that may include copying, data input, headset administration, creating of flyers, bulletins, handling of email in-boxes etc. as assigned.
Assist with huddles as requested by Team Performance Leader.
Assist Team Leaders in updating department SOPs and references.
Assist Team Leader in completion of monitors including but not limited to the required monthly monitors.
Review of customer Medallia surveys and make recommendations for actions and/or follow-up
Distribute workload, applicable to Replacement areas.
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.
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.
Support ad hoc requests or other duties as required
Experience and Qualifications:
Previous experience in coaching, training or handling escalations is preferred
Previous experience of working under pressure and to deadlines
Consistent achievement of required targets
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, HIRMS, HLES, GAR, HIRS, Empower, CTIOS, etc.
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 growth 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
What You’ll Get:
40% off any standard Hertz Rental
Paid Time Off
Medical, Dental & Vision plan options
Retirement programs, including 401(k) employer matching
Paid Parental Leave & Adoption Assistance
Employee Assistance Program for employees & family
Educational Reimbursement & Discounts
Voluntary Insurance Programs - Pet, Legal/Identity Theft, Critical Illness
Perks & Discounts –Theme Park Tickets, Gym Discounts & more
The Hertz Corporation operates the Hertz, Dollar Car Rental, Thrifty Car Rental brands in approximately 9,700 corporate and franchisee locations throughout North America, Europe, The Caribbean, Latin America, Africa, the Middle East, Asia, Australia and New Zealand. The Hertz Corporation is one of the largest worldwide airport general use vehicle rental companies, and the Hertz brand is one of the most recognized in the world.
US EEO STATEMENT
At Hertz, we champion and celebrate a culture of diversity and inclusion. We take affirmative steps to promote employment and advancement opportunities. The endless variety of perspectives, experiences, skills and talents that our employees invest in their work every day represent a significant part of our culture – and our success and reputation as a company.
Individuals are encouraged to apply for positions because of the characteristics that make them unique.
EOE, including disability/veteran
Apply To This Job