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About the Role
The Customer Service Associate provides exceptional customer service to ensure customer satisfaction and retention. This role is responsible for first contact resolution and managing the customer interaction experience within the location, handling and resolving customer issues with professionalism and hospitality.
Responsibilities
- Handles and resolves customer issues at the counter 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 NPS.
- Analyzes NPS results to determine cause and execute plans to improve guest satisfaction.
- Improves service by communicating and assisting employees to understand customer needs, providing guidance, feedback, and individual coaching.
- 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
Location
- North America
- Europe
- The Caribbean
- Latin America
- Africa
- The Middle East
- Asia
- Australia
- New Zealand
Work Type
- Full-time
Experience Level
- 3+ years
Salary/Compensations
- $17.50/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 worldwide.
- The Hertz Corporation is one of the largest worldwide airport general use vehicle rental companies.
- 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.
- Individuals are encouraged to apply for positions because of the characteristics that make them unique.
- EOE, including disability/veteran