Customer Service Director (Hertz) - Dallas Love Field

US-TX-Dallas
Job ID
143437
# Positions
1
Category
RAC Operations
Division
RAC

General Responsibilities

As a Customer Service Leader for the Busing, Counter, Gold, and Exit Gate groups you will oversee and provide site leadership focused on superior customer care and service including the achievement of sales and revenue targets.

 

As a Customer Service Leader (CSL) you and your team will strive to create a positive customer experience from the time they enter the courtesy bus until they leave with their personal choice of vehicle from the exit gate.  You will lead and coach your team to guide our customers through the rental process with minimal wait times while offering them a wide variety of Hertz products and services.  Additionally, you will work to ensure that Hertz’s most loyal of customers have the highest standard quality and service.  You will work closely with the Operations Leader to leverage the Ultimate Choice replenishment model and ensure proper utilization of the Ultimate Choice Zones.  The CSL will serve as the third level of escalation for customer issue and works to resolve outstanding issues and coach your team how to resolve issues at the lowest level possible while delivering the highest level of customer service.

  

To be a Great CSL you need:

 

An ability to lead and manage all aspects of the Ultimate Choice replenishment model and ensure that clean and prepared cars are ready for rental

  • An ability to understand the movement and flow of vehicles to the Ultimate Choice zones
  • The ability to analyze and to understand the impact of hourly reservations on the replenishment model and the ability to make adjustments throughout the day
  • A deep desire to be innovative by being able to spot trends and develop creative solutions that improve overall operations and drives both quality and revenue
  • An ability to remain level headed and calm with both customers and employees as you assist them
  • An ability to be a Hertz Brand Ambassador at all times as you seek to create a positive environment and solutions that generate continued customer and employee loyalty

Skills needed to be a CSL:

  • Strong management, communications, interpersonal relationship, customer service, problem solving, fleet management, and sales skills
  • Strong strategic planning and analytical skills including the ability to forecast demand and utilization
  • Strong logistic ability to understand fleet movement
  • A Bachelor’s Degree required and 3 - 5 years rental car management experience.

Some of the benefits employees are eligible for include: 

  • Medical                                        
  • Dental
  • Vision
  • Life Insurance                                                        
  • Dependent Life Insurance                                     
  • Vacations                                                         
  • Holiday                                                                     
  • Sick Days                                                              
  • Retirement Plan                                                       
  • Income Savings Plan
  • S. Savings Bond                                                    
  • Employee Discounts

Mandatory Requirements

Educational Background:

  • Associates or Bachelors Degree preferred

 

Professional Experience:

  • 3+ years of management experience preferred
  • Customer Service, Management, and Sales experience preferred.
  • A background managing a unionized workforce is helpful
  • Experience in car rental, hospitality, or tourism a plus.
  • Familiarity with Lean/Six Sigma/Toyota Management techniques is an advantage.

 

Skills:

  • Professionally direct employees including: training, setting expectations, follow up and corrective action.
  • Excellent communications skills with the ability to engage in verbal interactions with customers.
  • Strong sales skills.
  • Strong problem-solving and decision making skills.
  • Ability to project professional appearance.
  • Must have basic computer skills and knowledge of Microsoft Office programs.
  • Proficiency in English.
  • Must have a valid driver's license.

 

Physical Requirements:

Applicant must possess all auditory, speaking and communicating capabilities necessary to complete the responsibilities detailed above.  The essential functions of this position include, but are not limited to, the following: sitting, standing, walking, bending and twisting, climbing, driving, pushing and pulling, speaking, hearing, writing, lifting, typing, filing, seeing, reading and the ability to use a computer, telephone, calculator, copy machine and fax machine.

 

Hertz is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.

 

EEO/AA: Females/Minorities/Disabled/Vets

 

Preferred Requirements

EEO/AA: Females/Minorities/Disabled/Vets

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