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Role Description

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.

Qualifications

• 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.

Requirements

• Preferred: Lean Six Sigma or similar process improvement certification.
• Experience in AI-driven customer experience initiatives.
• Familiarity with CRM systems and workflow management tools.

Benefits

• 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