• Performs assigned daily claims customer support activities. • Completes FNOL entry for all lines of business following guidelines into ClaimCenter. • Develops and maintains a strong working knowledge of all functions, processes, and procedures related to FNOL within ClaimCenter. • Responds to claims email inquiries and ensures Customer Care Center (CCC) email inbox is reviewed regularly throughout the day. • Responds to inquiries from claims personnel or customers via phone or email within service level guidelines. • Researches unidentified claims documents in Claims Capture within service level guidelines.

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: - Assist Team Performance Leaders through coaching specialists in specific skillsets this includes completion of Agent Development Plan with SMARTS objectives. - Handle agent questions, service issues and customer complaints as first level of escalation. This may include completing outgoing calls to customers, accounts, affiliates/associations. - Serve as backup on calls and files as business needs arise. - Clerical duties that may include copying, data input, headset administration, creating of flyers, bulletins, handling of email in-boxes etc. as assigned. - Assist with huddles as requested by Team Performance Leader. - Assist Team Leaders in updating department SOPs and references. - Assist Team Leader in completion of monitors including but not limited to the required monthly monitors. - Review of customer Medallia surveys and make recommendations for actions and/or follow-up - Distribute workload, applicable to Replacement areas. - 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. - 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. - Support ad hoc requests or other duties as required Experience and Qualifications: - Previous experience in coaching, training or handling escalations is preferred - Previous experience of working under pressure and to deadlines - Consistent achievement of required targets - Fluency in English - Working knowledge of Microsoft Office (Excel, Word and PowerPoint) required - Knowledge of Hertz systems used in the area of interest, i.e. Excalibur, HIRMS, HLES, GAR, HIRS, Empower, CTIOS, etc. - Must be strong in level of quality expectation - Must have good communication skills to take part in various conferences with sites across the globe - Must be strong in decision making with proper focus on quality, revenue growth and first contact resolution - Must be responsible and able to work with and through others, building and maintaining relationships, and working closely and accurately within established guidelines. - Excellent time management and organizational skills - Flexibility & Reliability - Excellent communication skills; written & verbal - Ability to work in a fast-paced environment - Ability to build and maintain relationships What You’ll Get: - 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 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. US EEO STATEMENT 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. Individuals are encouraged to apply for positions because of the characteristics that make them unique. EOE, including disability/veteran

• Conduct high-volume outbound calls to clients and relevant parties to collect missing case information • Communicate clearly and professionally, with particular sensitivity toward elderly English-speaking individuals • Follow structured workflows, scripts, and outreach processes consistently across all assigned cases • Accurately capture and log all collected information in the firm's case management systems • Ensure timely completion of assigned case lists and daily outreach targets • Maintain high levels of productivity, accuracy, and consistency throughout the workday • Coordinate with supervisors and internal teams to flag delays, escalate complex cases, or surface missing documentation • Adhere to KPIs and performance standards as defined by the Operations Manager and Supervisor

Role Description The Customer Care Partner supports day-to-day customer service and order management activities by providing timely, accurate, and professional assistance to customers and internal teams. This role serves as a key point of contact for order inquiries, documentation, and coordination, ensuring customer requests are handled efficiently and in accordance with company procedures. The Customer Care Partner plays an important role in maintaining strong customer relationships, supporting order fulfillment, and contributing to a positive and consistent customer experience. - Support the customer onboarding process, ensuring a seamless transition from Sales and a fast time-to-value. - Manage all incoming customer inquiries, orders, and cases with speed, accuracy, and empathy. - Communicate proactively with customers, providing timely updates on order status, issue resolution, and requests. - Serve as the first line of defense for troubleshooting and resolving customer issues, taking full responsibility until the problem is solved. - Maintain meticulous and accurate records of all customer interactions and transactions in our systems. - Monitor customer health, identifying potential risks and opportunities for proactive engagement. - Prepare customer data and insights for sales-led Quarterly Business Reviews (QBRs) to help demonstrate value. - Handle escalations with a calm and professional demeanor, following defined procedures to ensure swift resolution. - Act as the voice of the customer, capturing and sharing valuable feedback with internal teams to drive business improvements. - Collaborate closely with Sales, Manufacturing, Purchasing, Shipping, Engineering, Quality, and Finance to ensure unified and exceptional customer experience. Qualifications - High school diploma or equivalent (required); associate or bachelor’s degree (preferred). - 1–3 years of experience in a customer service or call center environment. - Familiarity with CRM systems and practices (Epicor) is an advantage. - Proven experience in a customer service, support, or success role. - Experience using CRM and support ticketing software. - Outstanding written and verbal communication skills. - Strong problem-solving abilities and a talent for staying calm under pressure. - Meticulous attention to detail and a commitment to accuracy. Personal Attributes - Exceptional empathy and active listening skills, with an ability to connect with customers on a human level. - A proactive, can-do attitude and a relentless drive to see things through to completion. - A collaborative spirit and the ability to work effectively across multiple departments. Working Conditions/ Physical Requirements - Primarily performed in a professional office setting or remote/home office environment. - Schedule: Standard business hours, with occasional overtime during peak periods (e.g., month-end, quarter-end, or audits). - Team Interaction: Frequent interaction with cross-functional teams via email, video calls, and collaboration platforms (e.g., Slack, Microsoft Teams). - Stress Level: Moderate; deadlines and data accuracy expectations may require focused attention and time management. - Prolonged periods sitting at a desk and working on a computer. - Repetitive tasks like data entry and document review. - Occasional lifting of files or boxes (usually under 20 lbs.), if handling paper records.