Replacement Accounts Specialist
About The Position
The Customer Care Replacement Accounts Specialist is a data-driven individual contributor focused on analyzing performance metrics, identifying workflow inefficiencies, and driving process improvements within the rental lifecycle for insurance replacement accounts. This role supports operational excellence by leveraging analytics, AI bot tools, and system enhancements to optimize cycle times, SLA compliance, and revenue performance. The Specialist collaborates closely with the Manager, supervisors, and cross-functional teams to implement automation initiatives, remove roadblocks, maintain accurate reporting, and enhance customer experience.
Requirements
- High school diploma or equivalent required, associate or bachelor’s degree in business, analytics, or related field preferred.
- Minimum 2 years’ experience in customer care, rental operations, or data analysis roles.
- Advanced proficiency in Excel, Power BI, or similar analytics tools.
- Experience with AI bot tools and automation technologies.
- Strong problem-solving and process improvement skills.
- Excellent communication skills for presenting insights and recommendations.
Nice To Haves
- Experience with insurance replacement rental programs.
- Familiarity with continuous improvement methodologies (Lean, Six Sigma).
- Knowledge of CRM and rental management systems.
Responsibilities
- Data Analysis & Insights
- Collect, analyze, and interpret data on rental lifecycle metrics (cycle time, SLA compliance, revenue per day).
- Develop dashboards and reports to provide actionable insights for leadership and frontline teams.
- Identify trends and root causes impacting performance and recommend corrective actions.
- Process Improvement & Automation
- Map workflows to uncover inefficiencies and propose enhancements.
- Support implementation of automation tools and measuring ROI on process changes.
- Leverage AI bot tools to improve efficiency and customer interactions; monitor performance and recommend optimizations.
- System Enhancements & Roadblock Resolution
- Identify system limitations and propose enhancements to improve operational workflows.
- Collaborate with IT and operations teams to remove roadblocks impacting productivity and SLA compliance.
- Operational Support
- Assist with rental lifecycle activities as needed, ensuring compliance with carrier guidelines.
- Provide data-driven recommendations to improve team productivity and customer experience.
- Escalation & SPOC Support
- Partner with the SPOC team to resolve escalations and billing inquiries using data insights.
- Knowledge Management
- Contribute to updates of guidelines and knowledge articles for rental lifecycle processes.
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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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
