Lead Customer Care Specialist

Job Purpose

The primary focus is coaching to performance to enhance revenue production, maximize cost savings, increase first contact resolution, etc.  A Lead handles more complex issues such as escalations and supports the Team Performance Leader with quality monitors, achieving performance targets, distributing workload as applicable and other projects as assigned.  Development provided by Communications and Training for coaching content.  The Lead Customer Care Specialist is a developmental position for possible future career growth and management role preparation.

Business Impact

This role has an impact on our financial performance, service and customer loyalty 

Job Contributions – What Will You Do

• Assist Team Performance Leaders through coaching specialists in specific skillsets this includes completion of Agent Development Plan with SMARTS objectives.
• Handle agent questions, service issues and customer complaints as first level of escalation. This may include completing outgoing calls to customers, accounts, affiliates/associations.
• Serve as backup on calls and files as business needs arise.
• Clerical duties that may include copying, data input, headset administration, creating of flyers, bulletins, handling of email in-boxes etc. as assigned.
• Assist with huddles as requested by Team Performance Leader.
• Assist Team Leaders in updating department SOPs and references.
• Assist Team Leader in completion of monitors including but not limited to the required monthly monitors.
• Review of customer Medallia surveys and make recommendations for actions and/or follow-up
• Distribute workload, applicable to Replacement areas.
• Communicate and share feedback on quality, policy/procedure guidance, training gaps and needed training updates with a goal of driving solutions and ensuring the business operations is aware of current trends on a real time basis.
• Ability to work any hours as required by shift rotation and/or department operating hours. There will be on-site and at home positions available dependent on department the lead supports.
• Support ad hoc requests or other duties as required

Experience and Qualifications

• Previous experience in coaching, training or handling escalations is preferred
• Previous experience of working under pressure and to deadlines
• Consistent achievement of required targets
• Fluency in English
• Working knowledge of Microsoft Office (Excel, Word and PowerPoint) required
• Knowledge of Hertz systems used in the area of interest, i.e. Excalibur, HIRMS, HLES, GAR, HIRS, Empower, CTIOS, etc.
• Must be strong in level of quality expectation
• Must have good communication skills to take part in various conferences with sites across the globe
• Must be strong in decision making with proper focus on quality, revenue growth and first contact resolution
• Must be responsible and able to work with and through others, building and maintaining relationships, and working closely and accurately within established guidelines.
• Excellent time management and organizational skills
• Flexibility & Reliability
• Excellent communication skills; written & verbal
• Ability to work in a fast-paced environment
• Ability to build and maintain relationships