Mgr Customer Service

On a day-to-day basis, the Customer Service Manager (CSM) will manage, lead, coach, and work with their team to make sure that we are providing the highest level of quality and customer service. CSMs are responsible for supporting and managing all employees as they work together in creating a friendly welcoming experience while ensuring that customers have an opportunity to take advantage of the wide range of Hertz products. The CSM supports our sales process as they strive to both meet the needs of the customers while maximizing revenues to meet the daily, weekly, monthly, and annual goals. The CSMs will utilize and model Hertz’s proven customer service tools and methods as they create the best possible rental experience for our customers while acting as the first level of escalation of customer issues. They will work quickly and independently to resolve the issue, with minimal escalation to local leadership. The CSMs will work closely with the General Manager and Assistant General Manager to maintain accurate metrics and to utilize them for the continuous improvement of the operations. Responsibilites include: Manage and coach the sales staff at the location to meet and exceed daily, weekly, monthly, and annual goals

Oversee the entire sales process for the location as it relates to the rental experience

Resolve all customer issues that arise during the sales experience

Coach, train, guide, and correct current and new employees in the sales process to ensure proper implementation and application of Hertz Standards

Ensure that proper staffing is available during peaks and valleys in the business

Requirements:

An Associate’s Degree required, and a four-year degree is preferred for this role

Must have a valid US drivers license with a clean motor vehicle record

Professional Experience:

3 - 5 years’ management experience

3 – 5 years’ rental car or front of house sales experience in a similar market

Knowledge:

A desire to work with others and to provide help and support in the quest to produce the highest level of customer service

An ability to work in a fast-paced environment efficiently and effectively to meet the quality, delivery, and performance goals

A willingness to be a Hertz Brand Ambassador while maintaining a positive attitude in the face of operational challenges while encouraging customers to rent from Hertz in the future

An ability to communicate in a pleasant professional manner under a wide range of both positive and difficult situations

A desire to work with a wide variety of Hertz’s customers in which you actively listen and quickly answer questions and concerns, and resolve situations to a positive end

Skills:

Strong management, coaching, communications, interpersonal relationship, customer service, problem solving, fleet management, and quality assessment skills

At Hertz, we champion and celebrate a culture of diversity and inclusion. We take affirmative steps to promote employment and advancement opportunities. The endless variety of perspectives, experiences, skills and talents that our employees invest in their work every day represent a significant part of our culture – and our success and reputation as a company.

Individuals are encouraged to apply for positions because of the characteristics that make them unique.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with applicable federal, state and local law. Hertz is a drug free workplace.

EOE, including disability/veteran