Executive Customer Service Supervisor

5 days ago

Oklahoma City, Oklahoma, United States Hertz Full time
About the Role

We are seeking a highly skilled and experienced Executive Customer Service Supervisor to join our team at Hertz. As a key member of our leadership team, you will be responsible for managing day-to-day operational components of our department, driving an excellent customer experience, and leading a high-performing Executive Customer Care team.

Key Responsibilities
  • Customer Experience: Drive an excellent customer experience by supporting a customer-focused culture, resolving escalations, driving efficiencies, and representing Hertz in customer and vendor interactions.
  • Team Leadership: Lead a high-performing Executive Customer Care team including employee engagement and recognition, coaching, feedback, performance management, and supporting career growth.
  • Business Growth: Support sustainable revenue growth through business plan execution and identifying process improvements.
  • Communication: Effectively communicate and collaborate with vendors, employees, peers, and leaders of various levels.
  • Performance Management: Track, analyze and share department performance, including identifying trends and developing strategy for improvement.
  • Talent Management: Support talent management process for team by setting annual goals, sharing, and documenting performance feedback, writing, and administering annual evaluations and merit reviews.
  • Quality Assurance: Support a culture of quality by listening, documenting, and coaching to case quality.
  • Employee Support: Act as a resource for employees by answering questions, sharing information, supporting specialty areas, and troubleshooting and escalating issues.
  • Administrative Tasks: Review and approve employee time and attendance.
  • Professional Development: Continue professional development through supporting programs, projects, and initiatives.
Requirements
  • Leadership Experience: Ability to build and lead a diverse, high-performing, and highly engaged team.
  • Process Improvement: Ability to drive and support process and organizational change.
  • Communication Skills: Excellent verbal and written communication skills.
  • Organization Skills: Excellent organization, time management, delegation, and prioritization skills.
  • Courageous Leadership: Courageous leadership and accountability.
  • Technical Skills: Proficiency in MS Office, required; Proficiency in Salesforce, or equivalent CRM, a plus.
  • Big Picture Thinking: Ability to see the big picture and leverage critical thinking and decision-making skills.
  • Collaboration: Ability to collaborate with internal and external stakeholders across multiple functions and locations.
What We Offer
  • Competitive Compensation: Up to 40% off the base rate of any standard Hertz Rental.
  • Benefits: Paid Time Off, Medical, Dental & Vision plan options, Retirement programs, including 401(k) employer matching.
  • Employee Perks: 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.

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