Executive Customer Service Specialist

The Executive Customer Service Specialist is a strategic individual contributor responsible for conducting deep-dive analyses of Executive Customer Care processes across email and phone channels to uncover opportunities for improvement and innovation. This role leverages data-driven insights and emerging technologies, including AI, to optimize workflows, enhance customer experience, and deliver executive-level reporting that supports informed decision-making.

What You'll Do:

* Channel Analysis & Optimization 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.

* Data-Driven Insights & AI Integration 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.

* Executive-Level Reporting

* Prepare and present clear, concise reports and dashboards for senior leadership, highlighting findings, recommendations, and projected impact.

* Cross-Functional Collaboration

* Partner with Customer Care leadership, IT, and other departments to implement process and technology enhancements.

* Continuous Improvement, stay informed on industry best practices, emerging technologies, and AI trends in customer experience.

What We're Looking For:

* 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.

Preferred:

* Lean Six Sigma or similar process improvement certification.

* Experience in AI-driven customer experience initiatives.

* Familiarity with CRM systems and workflow management tools.

The starting salary for this role is $65K; 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