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