The Hertz Corporation Customer Service Director in Inglewood, California

General Responsibilities

The airports are busy locations dealing with several hundred/thousand transactions in a day. Every Manager has a role to play in ensuring their contribution enables the whole operation to work efficiently to deliver the best customer service. Therefore managers must look not only at the functions where they have oversight, but the site as a whole to ensure that service focus is achieved at all times. Dollar/Thrifty has high expectations that all managers will be effective leader coaches.

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 Dollar/Thrifty products and services. Additionally, you will work to ensure that Dollar/Thrifty’s most loyal of customers have the highest standard quality and service. You will work closely with the Operations Leader to leverage the replenishment model and ensure proper utilization of the 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.

Mandatory Requirements

To be a great CSL, you need:

  • An ability to lead and manage all aspects of the 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 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 Dollar/Thrifty Brand Ambassador at all times as you seek to create a positive environment and solutions that generate continued customer and employee loyalty

EEO Statement

Dollar Thrifty 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. Dollar Thrifty is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans.

Job ID 166809

# Positions 1

Category RAC Operations

Division DTAG

Position Type Regular Full Time