Customer Experience Associate (41480)

Hertz-1; Moline (IL); On-site; USD 19,000 - 25,000; Full time

Benefits offered by this job

Up to 40% off rental rates

Medical, dental & vision plans

401(k) employer matching

Paid parental leave & adoption

Employee assistance program

Educational reimbursement & discounts

Voluntary insurance programs

Job summary

Hertz is seeking a Customer Experience Associate in Moline, IL to deliver exceptional customer service at the counter and resolve issues with hospitality and professionalism. The role focuses on first contact resolution and improving guest experiences while liaising on Net Promoter Score actions with the management team.

The position requires 3+ years in customer service with strong communication and leadership abilities, and experience in operations and sales is a plus.

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.

Responsibilities

• Provide customer service that drives satisfaction and retention at the counter.
• Serve as the primary Net Promoter Score (NPS) liaison for management and communicate performance actions.
• Analyze NPS results to identify causes and implement plans to improve guest satisfaction.
• Guide and coach staff to understand customer needs and deliver hospitality with professionalism.
• Ensure corporate policies and procedures are followed by all staff.

Skills

Customer service

Communication

Leadership

Problem-solving

Job description

The Customer Experience 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. 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. Analyzing 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.

Wage: $16.00/hr.

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

Benefits and Perks:

Not only do you get to be part of an organization where you Drive your Potential, Power your Passion!! Below are a few perks and discounts:

• 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.