Lead, Coach & Elevate Customer Care Center

1010 United Rentals, Inc.; Charlotte (NC); Hybrid; USD 60,000 - 85,000; Full time

Benefits offered by this job

Paid Parental Leave

United Compassion Fund

Employee Discount Program

Career Development & Promotional Op']}

Additional Vacation Buy Up Program

Job summary

United Rentals is seeking a Supervisor, Customer Support to lead a team within the Customer Contact Center. The role emphasizes coaching, performance management, and cross-channel support to deliver world-class service.

The ideal candidate will guide a hybrid in-office team, drive process improvements, and partner with Operations, Field Sales, and National Accounts to meet service and revenue objectives.

Qualifications

• Bachelor's degree preferred or 3+ years of supervisory experience.
• Experience leading an in-office team with hybrid flexibility is preferred.
• Proven ability to coach, develop, and inspire a high-performing team.
• Strong leadership, analytical, and communication skills in a fast-paced environment.

Responsibilities

• Lead and develop a team of customer care specialists across multiple channels.
• Conduct regular quality reviews and provide feedback aligned to performance scorecards.
• Maintain in-office presence to coach and observe real-time performance.
• Hire, onboard, and train new team members; drive workforce planning and resource allocation.
• Monitor service levels, resolve escalations, and ensure customer experience is prioritized.
• Collaborate with operations, sales, and field teams to meet SLA and revenue goals.
• Analyze performance trends and drive improvements in productivity and quality.

Skills

Leadership

Coaching

Analytics

Customer service

Communication

Team development

Education

Bachelor's degree preferred

Tools

Salesforce CRM

MyInbox

Tableau Dashboards

Microsoft Office

Quip

Spinify

Job description

United Rentals is seeking a Supervisor, Customer Support to lead a team within the Customer Contact Center. The role emphasizes coaching, performance management, and cross-channel support to deliver world-class service.

The ideal candidate will guide a hybrid in-office team, drive process improvements, and partner with Operations, Field Sales, and National Accounts to meet service and revenue objectives.