Supv Customer Service Rep

hace 2 semanas

Madrid, España Hertz A tiempo completo

Responsabilidades Generales:
Firefly is a wholly owned subsidiary of the Hertz Corporation and we have locations in top holiday destinations in Europe and Car Hire was never this easy or so simple.

We are currently recruiting a Customer Service Supervisor to join our team at Madrid Airport

**What is this role all about?**

The Customer Service Supervisor will be responsible for the day to day running of the location with key focus being on revenue growth, people management, cost control and customer service. There is a requirement for attention to detail and the ability to communicate effectively at all levels.

**Primary Duties and Responsibilities**

**Planning**
- Branch fleet planning and review of blocked cars with distribution
- Source local cars, escalate sourcing issues to Station Manager if required
- Review overdues and non rev report daily and take action accordingly
- Fuel card logs
- Staffing, Branch shift rotas, ordering of uniform
- Ad Hoc

**Maximise Customer Service**
- NPS
- Review daily NPS scores
- Tag NPS scores
- Take action where appropriate and escalate for difficult issues to DM/CM
- Staffing
- Observe/coach/train CSRs and ensure they are performing a high level of customer service.

**Health & Safety**
- Carry out branch quarterly H&S audits
- Review and action findings and escalate more serious issues to Station Manager
- Security of branch
- Financial/Quality Audits
- Support and co-ordinate any branch audits
- Ensure branch is run in line with company procedures and up to audit standards

**People Management**
- Daily Management of all branch staff
- Responsible for absence management (short term sickness) within branch and escalate long term absence to City Manager
- Identify disciplinary issues and escalate accordingly. Take notes at investigation meetings
- Recruitment/Staff changes/Leavers
- Communication with HR
- Day to day coaching and mentoring of all branch staff.
- Plan induction for new branch staff

**Cost Controls**
- Management of daily branch petty cash
- Responsible for Neverlost units

**What do we need from you?**
- Degree or similar
- Previous people management, sales and customer service experience.
- Enthusiastic, flexible and positive attitude towards selling.
- Good communication and interpersonal skills

In return for your hard work and dedication, you will be rewarded with excellent career opportunities, training & development, a competitive Incentive package, staff discount programme and many more.

If you believe you have the skills and experience required to succeed within this challenging role in an established organisation please
**APPLY NOW**

Requisitos Obligatorios:
**Educational Background**:
Degree or similar. Desiderable Degree.

**Professional Experience**:

- Previous people management, sales and customer service experience.
- Enthusiastic, flexible and positive attitude towards selling.
- Good communication and interpersonal skills
:
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.
- Qualified applicants with criminal histories will be considered for employment in a manner consistent with applicable federal, state and local law. Hertz is a drug free workplace._
- EOE, including disability/veteran_

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