Customer Service Associate
About the role
The Customer Service Associate provides customer service that is above and beyond for customer satisfaction and retention, creating a culture of empowerment for employees to provide excellent customer service. Responsible for first contact resolution and the customer interaction experience within the location.
Responsibilities
- Immediately handles and resolves customer issues at the counter and returns with the highest level of hospitality and professionalism
- Serves as the primary Net Promoter Score (NPS) liaison for the management team, updating and communicating on all performance actions and decisions related to Net Promoter Score
- Analyzes NPS results to determine cause and execute on plans to improve guest satisfaction
- Improves service by communicating and assisting employees to understand customer needs, providing guidance, feedback, and individual coaching when needed
- Ensures that all corporate policies and procedures are administered and followed by all staff
Qualifications
- 3+ years of demonstrated experience in customer service, with experience in operations and sales
- Rental car experience a plus
- Excellent customer service skills
- Excellent oral and written communication skills
- Excellent relationship building and leadership skills
- Excellent problem-solving and decision-making skills
Pay
Wage: $18.00/hr
Benefits
- Up to 40% off the base rate of any standard Hertz rental
- 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
About Us
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.