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Customer Service Manager

Hertz

This is a Contract position in Dallas-Fort Worth International Airport, TX posted June 9, 2021.

General Responsibilities:

On a day-to-day basis, the Customer Service Manager will manage, lead, coach, and work with their team to make sure that we are providing the highest level of quality and customer service. CSMs are responsible for supporting and managing all employees as they work together in creating a friendly welcoming experience while ensuring that customers have an opportunity to take advantage of the wide range of Hertz products. The CSM supports our sales process as they strive to both meet the needs of the customers while maximizing revenues to meet the daily, weekly, monthly, and annual goals.

The CSMs will utilize and model Hertz’s proven customer service tools and methods as they create the best possible rental experience for our customers while acting as the first level of escalation of customer issues. They will work quickly and independently to resolve the issue, with minimal escalation to local leadership. The CSMs will work closely with the General Manager and Assistant General Manager to maintain accurate metrics and to utilize them for the continuous improvement of the operations.

This role is the owner of all sales experience at the Hertz Counter and Gold Both. They will be responsible for training employees in Hertz Processes as well as holding them accountable for those same processes. Focusing on sales this individual will guide the day to day operations of the location to ensure that we are meeting daily, weekly, monthly, and annual goals defined by leadership for the location.

Essential Requirements:

Educational Background:

  • An Associate’s Degree required, and a four-year degree is preferred for this role

Professional Experience:

  • 3 – 5 years’ management experience
  • 3 – 5 years’ rental car or front of house sales experience in a similar market

Knowledge:

  • A desire to work with others and to provide help and support in the quest to produce the highest level of customer service
  • An ability to work in a fast-paced environment efficiently and effectively to meet the quality, delivery, and performance goals
  • A willingness to be a Hertz Brand Ambassador while maintaining a positive attitude in the face of operational challenges while encouraging customers to rent from Hertz in the future
  • An ability to communicate in a pleasant professional manner under a wide range of both positive and difficult situations
  • A desire to work with a wide variety of Hertz’s customers in which you actively listen and quickly answer questions and concerns, and resolve situations to a positive end

Skills:

  • Strong management, coaching, communications, interpersonal relationship, customer service, problem solving, fleet management, and quality assessment skills

:

Hertz is a Drug Free Workplace. All employment is contingent on the successful completion of a background screen and a 4-panel drug screen.
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.