Customer Service Associate

Hertz; Cleveland (OH); On-site; USD 22,000 - 28,000; Full time

Benefits offered by this job

40% off base rental rate

Medical, dental & vision plans

401(k) retirement plans

Paid parental leave

Employee assistance program

Educational reimbursement

Pet/Identity Theft/Illness insurance

Theme park & gym discounts

Job summary

Hertz is seeking a Customer Service Associate to deliver outstanding service, resolve issues at the counter, and uphold hospitality standards. The role focuses on first contact resolution and enhancing the customer experience at the location.

The associate will act as the primary Net Promoter Score liaison, communicating performance actions and supporting initiatives to improve guest satisfaction across shifts.

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 boosts satisfaction and retention at the counter.
• Serve as the NPS liaison, communicate results, and support improvement plans.
• Analyze NPS results to drive guest satisfaction enhancements.
• Coach staff and ensure adherence to corporate policies.

Skills

Customer service

Operations experience

Sales experience

Oral communication

Written communication

Relationship building

Leadership

Problem-solving

Job description

TheCustomer 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

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