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Supervisor - Executive Customer Service

2 months ago

Oklahoma City, United States Hertz Full time

A Day in the Life:
The Supervisor manages day-to-day operational components of their respective department. The Supervisor engages employees to deliver an excellent customer experience while modelling the way in a culture of integrity. The Supervisor maximizes revenue by creating, communicating, and maintaining processes to support Key Performance Indicators (tasks per hour, reopens, backlogs, and quality) and the Business Plan. The Supervisor is the key to our departmental and organization success. 
 
What You’ll Do:

Drive an excellent customer experience by supporting a customer-focused culture, resolving escalations, driving efficiencies, and representing Hertz in customer and vendor interactions.
Lead a high-performing Executive Customer Care team including employee engagement and recognition, coaching, feedback, performance management, and supporting career growth.
Support sustainable revenue growth through business plan execution and identifying process improvements.
Participate in meetings related to department status and performance, operations updates, personal development, and projects.
Effectively communicate and collaborate with vendors, employees, peers, and leaders of various levels. 
Track, analyze and share department performance, including identifying trends and developing strategy for improvement.
Support talent management process for team by setting annual goals, sharing, and documenting performance feedback, writing, and administering annual evaluations and merit reviews.
Support a culture of quality by listening, documenting, and coaching to case quality.
Act as a resource for employees by answering questions, sharing information, supporting specialty areas, and troubleshooting and escalating issues.
Review and approve employee time and attendance.
Continue professional development through supporting programs, projects, and initiatives.
Other duties and projects as assigned.

What We’re Looking For:

Ability to build and lead a diverse, high-performing, and highly engaged team.
Ability to drive and support process and organizational change.
Ability to motivate a team and keep a positive attitude in a fast-paced environment.
Ability to work under minimal supervision with a goal-oriented mindset.
Flexible and adaptable; ability to work effectively in ambiguous situations. 
Excellent verbal and written communication skills.
Excellent organization, time management, delegation, and prioritization skills.
Courageous leadership and accountability.
Project management or process improvement experience, preferred
Leadership experience a plus
Proficiency in MS Office, required
Proficiency in Salesforce, or equivalent CRM, a plus
Ability to see the big picture and leverage critical thinking and decision-making skills.
Ability to collaborate with internal and external stakeholders across multiple functions and locations.

 
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