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About the Role

The Customer Service Associate is responsible for providing exceptional customer service to ensure customer satisfaction and retention. This role involves handling first contact resolution, managing the customer interaction experience, and resolving customer issues with professionalism and hospitality. The Associate also serves as the Net Promoter Score (NPS) liaison, analyzing results and implementing strategies to improve guest satisfaction, while also guiding and coaching employees on customer needs and ensuring adherence to corporate policies.

Responsibilities

Provides customer service that is above and beyond for customer satisfaction and retention.
Creates a culture of empowerment for employees to provide excellent customer service.
Responsible for first contact resolution and the customer interaction experience within the location.
Immediately handles and resolves customer issues at the counter and returns with the highest level of hospitality and professionalism.
Serves at 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.

Requirements

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.

Skills

Customer service
Operations
Sales
Communication
Relationship building
Leadership
Problem-solving
Decision-making

Location

North America

Work Type

Full-time

Experience Level

3+ years

Salary/Compensations

$18.50/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