Customer Service Associate

Hertz; City of Rochester (NY); On-site; USD 21,000 - 28,000; Full time

Benefits offered by this job

Rentals discount

Medical/Dental/Vision

401(k) matching

Parental Leave

Employee assistance program

Educational reimbursement

Voluntary insurance options

Theme park & gym discounts

Job summary

Hertz is seeking a Customer Service Associate to deliver exceptional service and drive guest satisfaction. You will be the primary contact for resolving issues at the counter with hospitality and professionalism, while supporting the management team with NPS initiatives and staff coaching.

The role emphasizes first-contact resolution, guest experience, and adherence to corporate policies, with nights and weekends as part of the schedule. Prior rental-car exposure is a plus.

Qualifications

• 3+ years of demonstrated experience in customer service, with experience in operations and sales.
• Rental car experience a plus.
• 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.
• Resolve issues at the counter with hospitality and professionalism.
• Act as the Net Promoter Score liaison and report performance actions.
• Coach staff and ensure adherence to corporate policies.

Skills

Customer service

Operations experience

Communication

Relationship building

Leadership

Problem-solving

Job description

Job Description

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. 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

$17.50/hr

Schedule

Nights & Weekends

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

#zip

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.

US EEO STATEMENT

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