Lead Customer Care Specialist

Hertz•West Bay Club, FL

6h•Hybrid

About The Position

The primary focus of this role is coaching to performance to enhance revenue production, maximize cost savings, and increase first contact resolution. A Lead handles more complex issues such as escalations and supports the Team Performance Leader with quality monitors, achieving performance targets, distributing workload as applicable, and other assigned projects. Development for coaching content is provided by Communications and Training. The Lead Customer Care Specialist is a developmental position designed for possible future career growth and preparation for a management role. This role significantly impacts the company's financial performance, service quality, and customer loyalty.

Requirements

Previous experience of working under pressure and to deadlines
Consistent achievement of required targets
Fluency in English
Working knowledge of Microsoft Office (Excel, Word and PowerPoint)
Knowledge of Hertz systems used in the area of interest, i.e. Excalibur, HIRMS, HLES, GAR, HIRS, Empower, CTIOS, etc.
Must be strong in level of quality expectation
Must have good communication skills to take part in various conferences with sites across the globe
Must be strong in decision making with proper focus on quality, revenue growth and first contact resolution
Must be responsible and able to work with and through others, building and maintaining relationships, and working closely and accurately within established guidelines.
Excellent time management and organizational skills
Flexibility & Reliability
Excellent communication skills; written & verbal
Ability to work in a fast-paced environment
Ability to build and maintain relationships

Nice To Haves

Previous experience in coaching, training or handling escalations is preferred

Responsibilities

Assist Team Performance Leaders through coaching specialists in specific skillsets, including completion of Agent Development Plan with SMARTS objectives.
Handle agent questions, service issues, and customer complaints as the first level of escalation, which may include completing outgoing calls to customers, accounts, affiliates/associations.
Serve as backup on calls and files as business needs arise.
Perform clerical duties that may include copying, data input, headset administration, creating flyers, bulletins, and handling email in-boxes as assigned.
Assist with huddles as requested by Team Performance Leader.
Assist Team Leaders in updating department SOPs and references.
Assist Team Leader in completion of monitors, including but not limited to the required monthly monitors.
Review customer Medallia surveys and make recommendations for actions and/or follow-up.
Distribute workload, applicable to Replacement areas.
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.
Ability to work any hours as required by shift rotation and/or department operating hours.
Support ad hoc requests or other duties as required.