Job Description

Customer Service Representative Supervisor Location Tamuning, GU : Hertz Rent-a-Car is looking to hire a Customer Service Representative Supervisor. SUMMARY/OBJECTIVE: The Customer Service Representative Supervisor oversees and assists customer service representatives in the performance of their job duties and provides high level of customer service and support to both internal and external customers. ESSENTIAL FUNCTIONS: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service. Monitors or reviews calls or other correspondence between representatives and customers. Ensures that representatives are informed about changes to company products and services. Collects data and prepares reports on customer complaints and inquiries. Prepares monthly reports summarizing the assigned customer service team's performance. Prepares knowledge-based documents such as summaries and responses to frequently asked questions. Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Customer Service or other appropriate staff. Assists with budget preparation for the Customer Service department. Performs other related duties as assigned. SKILLS & QUALIFICATIONS: Must become familiar with all vehicle classes, makes and models of the rental fleet and educate customers on how to operate the different vehicle features. Self-starter and team player with the initiative to handle a variety of tasks. Must be able to safely operate a variety of vehicle sizes whether day or night and in all weather conditions while observing traffic laws. Must display effective verbal communication skills with customers, co-workers, and management. WORK ENVIRONMENT: Work is regularly performed in a combination of office and shop environments and is regularly exposed to dust, odors, oil, fumes, noise, heat, and outdoor elements. PHYSICAL DEMANDS: While performing the duties of this job, the employee is frequently required to stand/sit for long periods of time, move around the facility from one location to another, talk, hear, use fingers to type, handle or feel and reach objects and lift and/or move objects 15 pounds or less. Specific vision ability required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust and focus. POSITION TYPE: This is a full-time, exempt position. Standard days and hours of work are dependent on location and shift, to include night shift. The business itself is a 24-hour operation, thus an employee may be required to switch shifts when needed. Further, this position may require work on weekends and holidays. EDUCATION AND EXPERIENCE: High School Diploma or equivalent Bachelor's Degree in related field preferred. At least three years customer service experience. Previous experience in a supervisory role preferred. OTHER DUTIES: Please note this is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Job Type: Full-time Benefits: ~401(k) ~401(k) matching ~ Dental insurance ~ Employee discount ~ Health insurance ~ Life insurance ~ Paid time off ~ Retirement plan ~ Vision insurance Schedule: Day shift Evening shift Monday to Friday Night shift Weekends as needed Work Location: In person

Job Tags

Holiday work, Full time, Outdoor, Shift work, Weekend work, Day shift, Afternoon shift, Monday to Friday,

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