Executive Customer Service Specialist

Hertz•Oklahoma City, OK

10d

About The Position

The Executive Customer Service Specialist is a strategic individual contributor responsible for conducting deep-dive analyses of Executive Customer Care processes across email and phone channels to uncover opportunities for improvement and innovation. This role leverages data-driven insights and emerging technologies, including AI, to optimize workflows, enhance customer experience, and deliver executive-level reporting that supports informed decision-making.

Requirements

Bachelor’s degree in Business, Analytics, or related field required.
Minimum of 3 years of experience in customer service operations, process improvement, or business analysis.
Strong analytical and problem-solving skills with proficiency in data analysis tools (Excel, Power BI, or similar).
Familiarity with AI concepts and tools (e.g., chatbots, NLP, predictive analytics).
Excellent communication skills, including ability to present findings to senior leadership.

Nice To Haves

Lean Six Sigma or similar process improvement certification.
Experience in AI-driven customer experience initiatives.
Familiarity with CRM systems and workflow management tools.

Responsibilities

Channel Analysis & Optimization Perform detailed analysis of email and phone interactions to identify trends, inefficiencies, and improvement opportunities.
Evaluate response times, resolution quality, and customer sentiment across channels.
Data-Driven Insights & AI Integration Use analytics tools and AI-driven solutions (e.g., sentiment analysis, predictive modeling, automation) to uncover actionable insights.
Recommend and support implementation of AI-enabled enhancements to improve efficiency and personalization.
Executive-Level Reporting Prepare and present clear, concise reports and dashboards for senior leadership, highlighting findings, recommendations, and projected impact.
Cross-Functional Collaboration Partner with Customer Care leadership, IT, and other departments to implement process and technology enhancements.
Continuous Improvement, stay informed on industry best practices, emerging technologies, and AI trends in customer experience.