Customer Service Associate

Hertz-1; City of Rochester (NY); On-site; USD 21,000 - 28,000; Full time

Benefits offered by this job

Rental discount

Medical, dental, vision

401(k) matching

Parental leave

Employee assistance

Job summary

Hertz-1 in Rochester, NY is seeking a Customer Service Associate to deliver exceptional service, resolve issues at the counter, and contribute to guest satisfaction and loyalty.

You will serve as the primary Net Promoter Score (NPS) liaison for management, analyze NPS results, and drive improvements while ensuring adherence to corporate policies in a hospitality-focused environment.

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

• First contact resolution and the customer interaction experience at the counter, handling and resolving customer issues with hospitality and professionalism.
• Serve as the primary Net Promoter Score (NPS) liaison for the management team, updating and communicating on performance actions and decisions related to NPS.
• Analyze NPS results to determine causes and execute plans to improve guest satisfaction.
• Provide guidance, feedback, and individual coaching to employees to improve service quality.
• Ensure that all corporate policies and procedures are administered and followed by all staff.

Skills

Customer service

Communication skills

Leadership

Problem solving

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.

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.