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Job Information

The Hertz Corporation Sr Vehicle Control Rep - HLES in Oklahoma City, Oklahoma

General Responsibilities

The primary objective of the Senior Vehicle Control Representative (SVCR) is to ensure an appropriate and timely resolution to overdue rental contracts is achievedapplying critical thinking skills, research skills andgood judgement in determining, proposing, and executing an appropriate resolution for each customer. Additionally, assisting supervisor with escalated customer concerns, the review of plus 20 overdue contracts and monitor non-exempt time-link punches for accuracy.

Key Result Areas:

  1. Exercise independent judgment for handling and review of escalated overdue cases for customer complaints, high valued vehicles, and unique business strategies.

  2. Audit overdue files for compliance and coach the Vehicle Control Representatives on best practices.

  3. Train new vehicle control representatives.

  4. Monitor Time-link punches for accuracy and approve weekly time.

  5. The “go-to” person to assist vehicle control representatives with questions, advice or situations that arise during day-to-day operations.

  6. Identify and complete process improvement projects as identified by the Vehicle Control Supervisor.

  7. Manage workload and effectively use all available resources to obtain an extension, the return of, or otherwise resolve overdue vehicles in a timely manner. (Research all Hertz systems, call/email/send letters to all overdue customers, contact the field, hire skip trace and/or repossession companies)

  8. Work with the field locations and security managers to resolve overdue contracts.

  9. Work efficiently with department resources (the Predictive Dialer, TLO, etc.) in order to reach overdue customers.

  10. Review plus 20 contracts and advise supervisor for any concerns.

  11. Other duties/projects as assigned

Mandatory Requirements

Educational Background:

Bachelor’s degreefrom an accredited University, preferably in a business related field (or comparable professional experience).

Knowledge:

  • Collections

  • Experience in customer service

  • Phone experience (call-center environment)

  • Previous Car Rental Experience preferred

  • Hertz Systems

  • Previous Vehicle Control Representative Experience required, (12 months required, preferred 18 months)

Skills:

  • Developing leadership

  • Well organized

  • Positive Attitude

  • Emotional Intelligence

  • Ability to work independently

  • Investigation skills

  • Research social media and other third party sites

  • Excellent written and verbal communication skills

  • Writes clearly and informatively. Edits work for spelling and grammar.

  • Presents organized and thorough information for intended audience.

  • Basic computer Skills

  • Strong Fluent user of Windows applications and Microsoft Office programs such as MS Excel and Word and E-mail.

  • Quickly learns and achieves proficiency in new software applications as needed.

  • Analytical skills

  • Demonstrates attention to detail

  • Bi-lingual is a plus

EEO Statement

Hertz is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.

Hertz is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law. Hertz is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans.

Location US-OK-Oklahoma City

Job ID 194410

# Positions 1

Category RAC Operations

Division OKC - Technology Center

Position Type Regular Full Time

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