Customer Operations Manager

Hertz • Jacksonville, FL

5d

About The Position

The Customer Operations Manager leads front-of-house processes, customer service, and revenue generation as part of the Customer Operations team. The role directs frontline employee processes and activities and may assist the Senior Customer Operations Manager with overseeing a brand or department, depending on the location’s size. The Manager provides leadership for customer operations employees and is responsible for operating performance, customer satisfaction, employee culture, service, budgets, safety, and vendor relations. The role may lead a brand, a function, or all brands.

The position pays $55,000 annually. Hertz offers rental discounts, paid time off, medical, dental and vision plan options, retirement programs, paid parental leave and adoption assistance, an employee assistance program, educational reimbursement and discounts, voluntary insurance programs, and other perks and discounts.

Requirements

• 1–3 years of experience in Customer Service or Operations.
• High school diploma.
• Moderate proficiency in Microsoft Office Suite.
• Ability to collaborate with internal and external stakeholders.
• Flexibility and adaptability, including the ability to work effectively in ambiguous situations.
• Excellent verbal and written communication skills.
• Ability to address and resolve customer service challenges.
• Results-driven approach and ability to make decisions and help solve problems.
• Ability to build and lead a diverse, high-performing, results-oriented, highly engaged team.
• Ability to drive process and organizational change.
• Ability to influence.
• Ability to motivate teams and maintain a positive attitude in a fast-paced environment.
• Ability to work under minimal supervision with a goal-oriented mindset.
• Ability to see the big picture and use critical thinking and decision-making skills.
• Excellent organization, time management, delegation, and prioritization skills.
• Courageous leadership and accountability.

Nice To Haves

• Car rental, hospitality, or tourism experience.
• Bachelor’s degree.

Responsibilities

• Manage daily customer operations and revenue generation for the assigned function.
• Lead and support processes that meet and exceed customer expectations, and ensure the sales force follows aligned sales methods and processes.
• Resolve customer issues and ensure a positive customer experience.
• Drive the sales process toward a dynamic, customer-focused commercial organization that sells value-added solutions.
• Promote productivity improvements through employee involvement and accountability, and ensure employees follow Standards of Work.
• Develop and actively communicate plans that build employee engagement and achieve business results.
• Conduct timely, constructive performance evaluations where applicable.
• Participate in recruiting as required.
• Provide management with updates and indicators as requested.
• Keep administrative duties current in accordance with company policy.
• Provide leadership for operating performance, customer satisfaction, employee culture, service, budgets, safety, and vendor relations.

Benefits

• Up to 40% off the base rate of any standard Hertz rental.
• Paid time off.
• Medical, dental, and vision plan options.
• Retirement programs, including 401(k) employer matching.
• Paid parental leave and adoption assistance.
• Employee Assistance Program for employees and family.
• Educational reimbursement and discounts.
• Voluntary insurance programs, including pet, legal/identity theft, and critical illness coverage.
• Perks and discounts, including theme park tickets and gym discounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED