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About the Role
The Part Time Customer Service Associate is responsible for providing exceptional customer service to ensure customer satisfaction and retention. This role involves first contact resolution, managing the customer interaction experience, and acting as the primary Net Promoter Score (NPS) liaison to analyze results and implement improvement plans.
Responsibilities
- Provides customer service above and beyond for customer satisfaction and retention.
- Creates a culture of empowerment for employees to provide excellent customer service.
- Handles first contact resolution and the customer interaction experience within the location.
- Immediately handles and resolves customer issues at the counter with hospitality and professionalism.
- Serves as the primary Net Promoter Score (NPS) liaison for the management team.
- Updates and communicates performance actions and decisions related to Net Promoter Score.
- Analyzes NPS results to determine cause and execute plans to improve guest satisfaction.
- Improves service by communicating and assisting employees to understand customer needs.
- Provides guidance, feedback, and individual coaching to employees.
- Ensures all corporate policies and procedures are administered and followed by all staff.
Requirements
- 3+ years of demonstrated experience in customer service.
- Experience in operations and sales.
- Rental car experience is 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.
Skills
- Customer service
- Operations
- Sales
- Communication
- Relationship building
- Leadership
- Problem-solving
- Decision-making
- Net Promoter Score (NPS) analysis
Work Type
- Part Time
Experience Level
- 3+ years
Salary/Compensations
- $17.00/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 the Company
- 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.
Equal Opportunity
- 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