Customer Service Associate

Hertz; Detroit (MI); On-site; USD 19,000 - 28,000; Full time

Benefits offered by this job

Discounts on Hertz rentals

Medical, dental & vision options

401(k) employer matching

Paid parental leave

Employee assistance program

Educational reimbursement

Theme park tickets

Gym discounts

Job summary

Hertz in Detroit is seeking a Customer Experience Associate to deliver outstanding service, handle first contact resolution, and enhance guest satisfaction. This role emphasizes empowering staff to provide exceptional hospitality at the counter and maintain a culture focused on customer care.

You will serve as the primary NPS liaison for management, analyze results, and coach teams to improve guest experience while ensuring policy compliance and professional conduct across all interactions.

Qualifications

• 3+ years of demonstrated experience in customer service.
• Experience in operations and sales preferred.
• Rental car industry experience a plus.
• Excellent communication skills, both spoken and written.
• Strong relationship building and leadership abilities.
• Strong problem-solving and decision-making skills.

Responsibilities

• Serve as the primary NPS liaison for management and communicate performance actions and decisions.
• Resolve customer issues at the counter with hospitality and professionalism.
• Support staff with guidance, feedback, and coaching to understand customer needs.
• Ensure that all corporate policies and procedures are administered and followed by staff.

Skills

Customer service

Operations experience

Sales experience

Oral and written communication

Relationship building

Leadership skills

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: $17.00/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