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Lead Customer Care Specialist

May 9, 2026

Job Purpose:The primary focus is coaching to performance to enhance revenue production, maximize cost savings, increase first contact resolution, etc. A Lead handles more complex issues such as escalations and supports the Team Performance Leader with quality monitors, achieving performance targets, distributing workload as applicable and other projects as assigned. Development provided by Communications and Training for coaching content. The Lead Customer Care Specialist is a developmental position for possible future career growth and management role preparation.Business Impact:This role has an impact on our financial performance, service and customer loyalty Job Contributions – What Will You Do:<ul><li>Assist Team Performance Leaders through coaching specialists in specific skillsets this includes completion of Agent Development Plan with SMARTS objectives.</li><li>Handle agent questions, service issues and customer complaints as first level of escalation. This may include completing outgoing calls to customers, accounts, affiliates/associations.</li><li>Serve as backup on calls and files as business needs arise.</li><li>Clerical duties that may include copying, data input, headset administration, creating of flyers, bulletins, handling of email in-boxes etc. as assigned.</li><li>Assist with huddles as requested by Team Performance Leader.</li><li>Assist Team Leaders in updating department SOPs and references.</li><li>Assist Team Leader in completion of monitors including but not limited to the required monthly monitors.</li><li>Review of customer Medallia surveys and make recommendations for actions and/or follow-up</li><li>Distribute workload, applicable to Replacement areas.</li><li>Communicate and share feedback on quality, policy/procedure guidance, training gaps and needed training updates with a goal of driving solutions and ensuring the business operations is aware of current trends on a real time basis.</li><li>Ability to work any hours as required by shift rotation and/or department operating hours. There will be on-site and at home positions available dependent on department the lead supports.</li><li>Support ad hoc requests or other duties as required</li></ul>Experience and Qualifications:<ul><li>Previous experience in coaching, training or handling escalations is preferred</li><li>Previous experience of working under pressure and to deadlines</li><li>Consistent achievement of required targets</li><li>Fluency in English</li><li>Working knowledge of Microsoft Office (Excel, Word and PowerPoint) required</li><li>Knowledge of Hertz systems used in the area of interest, i.e. Excalibur, HIRMS, HLES, GAR, HIRS, Empower, CTIOS, etc.</li><li>Must be strong in level of quality expectation</li><li>Must have good communication skills to take part in various conferences with sites across the globe</li><li>Must be strong in decision making with proper focus on quality, revenue growth and first contact resolution</li><li>Must be responsible and able to work with and through others, building and maintaining relationships, and working closely and accurately within established guidelines.</li><li>Excellent time management and organizational skills</li><li>Flexibility & Reliability</li><li>Excellent communication skills; written & verbal</li><li>Ability to work in a fast-paced environment</li><li>Ability to build and maintain relationships</li></ul> What You’ll Get:<ul style="list-style-type: disc;"><li style="margin-bottom: 0in;">40% off any standard Hertz Rental   </li><li style="margin-bottom: 0in;">Paid Time Off</li><li style="margin-bottom: 0in;">Medical, Dental & Vision plan options</li><li style="margin-bottom: 0in;">Retirement programs, including 401(k) employer matching</li><li style="margin-bottom: 0in;">Paid Parental Leave & Adoption Assistance</li><li style="margin-bottom: 0in;">Employee Assistance Program for employees & family</li><li style="margin-bottom: 0in;">Educational Reimbursement & Discounts</li><li style="margin-bottom: 0in;">Voluntary Insurance Programs - Pet, Legal/Identity Theft, Critical Illness</li><li style="margin-bottom: 0in;">Perks & Discounts –Theme Park Tickets, Gym Discounts & more</li></ul> 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. <div> <div> </div> US EEO STATEMENT <div> 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. </div> <div> Individuals are encouraged to apply for positions because of the characteristics that make them unique. </div> <div> EOE, including disability/veteran </div> </div>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...