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Job Information

The Hertz Corporation Operations Customer Service Director - BWI in Hanover, Maryland

General Responsibilities

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

Mandatory Requirements

Minimum Qualifications:

Bachelor’s degree level is preferred (Associate level is accepted), but someone who is able to demonstrate the requisite behaviors and with the right level of experience (below) will also be considered.

Professional Experience:

Proven track record of being an effective leader and coach to others. An operational background in car rental is necessary, as is the need to have undertaken at least 3 functional Manager roles – so they have a good comprehension of both operational and customer facing functions within the location. Attitude and the right behaviors are more important, as is the requisite level of capability to manage in a tough, fast moving operation. Previous experience of working in a unionised environment would also be an advantage.


  • 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

EEO Statement

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

Hertz is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law. Hertz is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans.

Location US-MD-Hanover

Job ID 193166

# Positions 1

Category Management - Operations Management

Division RAC

Position Type Regular Full Time