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Jobs · Management · Wisconsin

Customer Operations Manager

Hertz · Milwaukee, WI · 1 wk ago
On-siteManagement$50k/yrFull-time

About the role

The Customer Operations Manager focuses on the front-of-the-house processes, customer service, and maximizing revenue as a leader on the Customer Operations team. The Manager directs processes and activities of frontline employees and may assist the Senior Customer Operations Manager in overseeing a brand or department of the location to ensure maximum performance through superior operational leadership, strong communication and maximum efficiency.

Responsibilities

  • Responsible for daily customer operations and revenue generation for their assigned function
  • Led and supports processes to meet and exceed customer expectations, and ensure alignment of the sales force with those sales methods and processes
  • Solves customer issues, ensuring a positive customer experience
  • Pro-actively drives the sales process that leads to the creation of a dynamic, customer-focused zone commercial organization focused on selling value-added solutions (VAS)
  • Champions productivity improvements via employee involvement and accountability; ensures employees are following the Standards of Work (SOW)
  • Engages in effective communication plans focused on building employee engagement in order to achieve business results
  • Conducts performance evaluations that are timely and constructive, where applicable
  • Provides management with various updates and indicators as requested
  • Remains current on all administrative duties according to company policy

Requirements

  • 1-3 years’ experience in Customer Service or Operations
  • Car Rental, Hospitality or Tourism experience preferred
  • High School Diploma required, Bachelor’s Degree preferred
  • Moderate proficiency in Microsoft Office Suite
  • Ability to collaborate with internal and external stakeholders
  • Flexible and adaptable; ability to work effectively in ambiguous situations
  • Excellent verbal and written communication skills
  • Ability to address and resolve customer service challenges
  • Results driven, ability to make decisions and help solve problems
  • Ability to build and lead a diverse, high-performing, results-oriented, and highly-engaged team
  • Ability to drive process and organizational change
  • Ability to influence
  • Ability to motivate teams and keep a positive attitude in a fast-paced environment
  • Ability to work under minimal supervision with a goal-oriented mindset
  • Ability to see the big picture and leverage critical thinking and decision-making skills
  • Excellent organization, time management, delegation, and prioritization skills
  • Courageous leadership and accountability

Qualifications

  • High School Diploma required
  • Bachelor’s Degree preferred
  • 1-3 years’ experience in Customer Service or Operations
  • Car Rental, Hospitality or Tourism experience preferred
  • Moderate proficiency in Microsoft Office Suite

Skills

  • Customer Service
  • Operations Management
  • Leadership
  • Communication
  • Problem Solving
  • Team Building
  • Productivity Improvement
  • Microsoft Office Suite

Benefits

Up to 40% off the base rate of any standard Hertz Rental

Paid Time Off

Medical, Dental & Vision plan options

Retailer programs, including 401(k) employer matching

Paid Parental Leave & Adoption Assistance

Employee Assistance Program for employees & family

Retirement programs

Voluntary Insurance Programs - Pet, Legal/Identity Theft, Critical Illness

Perks & Discounts –Theme Park Tickets, Gym Discounts & more

Pay

$50,000/yr

Schedule

Not specified

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