The Hertz Corporation Customer Service Director in Kahului, Hawaii
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.
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
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.
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
In addition, mobility is helpful as it is common for Hertz/Dollar/Thrifty to require individuals to move to different geographic locations to gain experience at different airport locations, especially for those who wish to pursue a more senior management career in Hertz/Dollar/Thrifty
Dollar Thrifty is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.
Job ID 158475
# Positions 1
Category RAC Operations
Position Type Regular Full Time