Job Information
The Hertz Corporation Lead Customer Care Specialist in Oklahoma City, Oklahoma
A Day in the Life:
The Lead Customer Care Specialist provides training and coaching to enhance revenue production, maximize cost savings, and increase first contact resolution. This role has the unique opportunity to support employees across multiple locations and functions by handling escalations. The Lead Customer Care Specialist also provides department support by assisting with cases, distributing workload, and updating processes (SOPs).
This is a challenging, rewarding, fast-paced environment with opportunities for continuous learning!
We expect the starting salary to be around $20.23 per hour
What You’ll Do:
Act as a first point of contact for employee questions, service issues, and customer complaints including engaging with customers, accounts, affiliates, and associates via phone and email.
Coach Specialists in specific skillsets including Development Plans with SMARTS objectives and completing monthly monitoring.
Serve as backup on calls, cases, and social media conversations.
Provide administrative support including data entry, scanning customer letters, assigning cases, and updating department SOPs and references.
Participate in and occasionally lead team huddles.
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.
What We’re Looking For:
High School Diploma or equivalent, required
Some college or post-secondary education, preferred
Proven track record of providing an excellent customer experience
Excellent verbal and written communication
Previous experience of working under pressure and to deadlines
Working knowledge of Microsoft Office (Excel, Word and PowerPoint), required
Knowledge of and/or the ability to use Customer Care platforms and tools including Salesforce, Conversocial, RingCentral, and Hertz-specific software
Ability to make sound decisions that are rooted in quality, revenue growth, and providing a first contact resolution
Ability to build and maintaining relationships with internal and external stakeholders
Ability to demonstrate accountability, including strong time management and organization skills
Flexible, adaptable, and reliable.
What You’ll Get:
Up to 40% off the base rate of 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