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.

• 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.

• 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.

The starting salary for this role is $65K; commensurate with experience.

• 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, Thrifty Car Rental brands in approximately 9,700 corporate and franchisee locations throughout North America, Europe, The Caribbean, Latin America, Africa, the Middle East, Asia, Australia and New Zealand. The Hertz Corporation is one of the largest worldwide airport general use vehicle rental companies, and the Hertz brand is one of the most recognized in the world.

At Hertz, we champion and celebrate a culture of diversity and inclusion. We take affirmative steps to promote employment and advancement opportunities. The endless variety of perspectives, experiences, skills and talents that our employees invest in their work every day represent a significant part of our culture — and our success and reputation as a company.

Individuals are encouraged to apply for positions because of the characteristics that make them unique.

EOE, including disability/veteran