We are looking for a customer-focused and detail-oriented Supervisor to lead a dynamic team of 20-30 hourly support agents dedicated to providing an outstanding customer experience for Hertz's Insurance Fleet Replacement (IFR) business. In this role, you will also manage multi-month support for our monthly rental customers, ensuring that key performance indicators (KPIs) are consistently achieved. Your leadership will drive efficient operations, support process improvements, and cultivate a culture of accountability and continuous improvement.
You will report to the Manager, Multi-Month & IFR. Your responsibilities will include implementing process enhancements, monitoring performance, and ensuring service quality and productivity standards are consistently met. Additionally, this position will offer partner support for Fleet operations, ensuring seamless coordination and excellence in service delivery.
What You'll Do:
- Lead and Support a High-Performing Team
- Supervise a dedicated team of 20-30 hourly support agents.
- Establish clear daily and weekly goals and expectations for service quality and productivity.
- Provide coaching, feedback, and resources to foster team development.
- Promote a positive, accountable, and customer-centric team culture.
- Deliver Seamless Customer Experiences
- Oversee the execution of onboarding, renewals, exchanges, and payment workflows.
- Ensure empathetic and consistent customer support throughout the IFR processes.
- Monitor customer interactions and proactively resolve escalating issues.
- Fleet Partner Support
- Act as the primary liaison to guarantee smooth coordination and timely resolution of customer needs.
- Monitor Fleet-related workflows and escalate issues as necessary.
- Collaborate with Fleet teams to address complex cases and uphold service quality standards.
- Provide valuable feedback and insights to enhance Fleet processes and customer experience.
- Support Process Improvement & Automation
- Identify inefficiencies and propose improvements in daily workflows.
- Assist in executing new processes, automation, and digital enhancements.
- Share insights with the Manager on recurring issues and opportunities for improvement.
- Monitor Performance & Report Insights
- Track key performance indicators (KPIs) and service metrics for all direct reports.
- Prepare basic reports and share findings with the Manager.
- Engage in root-cause analysis for recurring issues.
- Collaborate & Communicate
- Work closely with other supervisors, managers, and cross-functional teams.
- Support the creation and dissemination of SOPs, playbooks, and training materials.
- Effectively communicate changes and updates to the team.
What We're Looking For:
Required:
- High school diploma or equivalent is required.
- A customer-centric mindset and a commitment to service excellence.
- Experience supervising or leading a team of frontline employees, including part-time or variable-hour staff.
- Strong problem-solving and organizational skills.
- Basic proficiency in Excel and reporting tools.
- Excellent communication and interpersonal skills.
- Preferred experience in car rental, fleet operations, or transportation industries.
Preferred:
- 1+ years of experience in customer care, fleet servicing, rental operations, or customer experience (CX).
- Associate or bachelor's degree is preferred.
- Experience supporting process improvement initiatives.
- Willingness to learn new tools and technologies.
Skills / Competencies:
- Team Leadership & Development
- Customer Service
- Problem Solving
- Process Improvement
- Communication & Influencing
- Organization & Prioritization
- Microsoft Office & Reporting Tools
- Adaptability & Attention to Detail
- Fleet Partner Relationship Management
This position offers a starting salary of $55K, commensurate with experience.
What You'll Get:
- Up to 40% off any standard Hertz rental!
- Paid Time Off
- Medical, Dental & Vision plan options
- Retirement programs, including 401(k) employer matching
- Paid Parental Leave & Adoption Assistance
- Employee Assistance Program for employees & family
- Educational Reimbursement & Discounts
- Voluntary Insurance Programs - Pet, Legal/Identity Theft, Critical Illness
- Perks & Discounts - Theme Park Tickets, Gym Discounts & more
The Hertz Corporation operates the Hertz, Dollar Car Rental, and Thrifty Car Rental brands in approximately 9,700 corporate and franchise locations worldwide. We are recognized as one of the largest vehicle rental companies globally, and the Hertz brand is one of the most recognized names in the industry.
US EEO STATEMENT:
At Hertz, we celebrate a culture of diversity and inclusion. We take affirmative steps to promote employment and advancement opportunities. The variety of perspectives, experiences, skills, and talents that our employees bring to their work is vital to our culture and success as a company. We encourage individuals to apply for positions based on the unique characteristics that make them stand out.
EOE, including disability/veteran.