Executive Customer Service Specialist
Location
United States
Posted
10 days ago
Salary
Not specified
No structured requirement data.
Job Description
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
Job Requirements
- 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.
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
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