The Hertz Corporation Executive Customer Service Correspondent in Oklahoma City, Oklahoma
The primary mission of the Customer Service Specialist function is to maintain a high standard of one on one customer service. The specialist will be responsible for efficient, professional communications with customers contacting any Senior Management Team member, including CEO’s office. Inquiries may be highly complex and/or sensitive in nature. Customers may be an individual traveler, high profile Hertz account, VIP customers, and/or all levels of Hertz personnel. Communications may be handled via phone, email, postal mail, or through Social Media platforms.
Upon receiving contact from a customer, the specialist must maintain a 24 hour response time. The specialist will be required to use all resources available in order to resolve any customer service issue at hand. A response to the customer with the action being taken or the resolution of the dispute should be given within the allotted 24 hours. A 24 hour response/resolution is the primary objective in every contact.
The specialist must maintain good attendance and accountability.
All resources will be used in order to decide what steps and/or adjustment needs to made. After reviewing all systems and speaking with appropriate parties (Location Manager, ECS TL/Director/Legal contacts in Park Ridge) an adjustment can be made within the specialist limits. Anything above the set limit will be subject to the approval of the TL and/or Manager/Director.
Appropriate documentation and follow up will be necessary on a daily basis. The Specialist will have to follow the department guide line on all documentation and assume personal ownership of all received inquiries.
Maintain an average response time of less than 1 business day.
Maintain complete professionalism in all communication with anyone contacting a SMT member/Executive Office
Utilize all resources materials in order to document and resolve customer inquiries.
Maintain a portfolio of all contacts, research, resolution, and follow up when necessary with all inquiries.
Follow up in timely manner to insure resolution was met and customer has been notified.
Cooperate with Management in maintaining goals and objectives
Must have prior telephone and customer service experience
Knowledge of GAR, Carrent, Carisma, Frost, Frequent Traveler, PC Excalibur, Mobius, Sales System, Intranet, Global systems, Microsoft Office, etc.
Strong decision making and verbal skills
Must be capable of multi tasking
Must be a demonstrated self starter
All employees’ files will be reviewed and approved by management for acceptable performance and attendance before final acceptance of their application.
Good business communication skills; emphasis on writing (written exam given)
Strong decision making skills
Strong verbal communication skills
Must be able to work with minimal supervision
Must be able to handle back to back calls while working emails
Must work well with others
Must be a demonstrated self starter, quick learner, and capable of handling multioke tasks
Hertz is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.
Job ID 156482
# Positions 1
Category Customer Service
Division OKC - Technology Center
Position Type Regular Full Time