Executive Customer Service Specialist

Hertz is a leading global vehicle rental company, and they are seeking an Executive Customer Service Specialist to enhance their Executive Customer Care processes. This role involves analyzing customer interactions, leveraging data-driven insights and AI technologies to improve workflows, and preparing reports for senior leadership.

Responsibilities:

• Perform detailed analysis of email and phone interactions to identify trends, inefficiencies, and improvement opportunities
• Evaluate response times, resolution quality, and customer sentiment across channels
• Use analytics tools and AI-driven solutions (e.g., sentiment analysis, predictive modeling, automation) to uncover actionable insights
• Recommend and support implementation of AI-enabled enhancements to improve efficiency and personalization
• Prepare and present clear, concise reports and dashboards for senior leadership, highlighting findings, recommendations, and projected impact
• Partner with Customer Care leadership, IT, and other departments to implement process and technology enhancements
• Stay informed on industry best practices, emerging technologies, and AI trends in customer experience

Requirements:

• Bachelor's degree in Business, Analytics, or related field required
• Minimum of 3 years of experience in customer service operations, process improvement, or business analysis
• Strong analytical and problem-solving skills with proficiency in data analysis tools (Excel, Power BI, or similar)
• Familiarity with AI concepts and tools (e.g., chatbots, NLP, predictive analytics)
• Excellent communication skills, including ability to present findings to senior leadership
• Lean Six Sigma or similar process improvement certification
• Experience in AI-driven customer experience initiatives
• Familiarity with CRM systems and workflow management tools