Customer Care Team Lead

4 days ago

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

We are seeking a highly skilled Customer Care Supervisor to join our team at Hertz. As a key member of our operations team, you will be responsible for managing day-to-day operational components of our department, ensuring that our customers receive an exceptional experience.

Key Responsibilities
  • Drive customer satisfaction by supporting a customer-focused culture, resolving escalations, and representing Hertz in customer and vendor interactions.
  • Lead a high-performing 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 call 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.
Requirements
  • Associate degree in Business or related field, preferred
  • 1 year leadership experience, preferred
  • 1 year call center experience, preferred
  • Strong leadership skills
  • Strong communication skills
  • Project management or process improvement experience, preferred
  • Proficiency in Salesforce, or equivalent CRM, a plus
  • Proficiency in MS Office, required
What We Offer
  • Up to 40% the base pay 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
About Us

Hertz 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. We champion and celebrate a culture of diversity and inclusion, taking affirmative steps to promote employment and advancement opportunities.

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