Customer Service Associate

Hertz; Goleta (CA); Sur place; USD 42 000 - 47 000; Plein temps

Résumé du poste

The Hertz Corporation in Goleta, CA is seeking a Customer Service Associate to deliver exceptional service, resolve issues promptly, and act as the primary contact for customers. You will help monitor and improve customer satisfaction metrics, including NPS, and collaborate with leadership to implement action plans that enhance the customer experience.

You will support operations and sales functions, coach teammates, and uphold hospitality standards across all touchpoints.

Qualifications

• 3+ years of customer service experience.
• Experience supporting operations and sales functions.
• Strong verbal and written communication skills.
• Proven ability to build relationships and influence others.
• Excellent problem-solving and decision-making abilities.
• Passion for delivering outstanding customer experiences.

Responsabilités

• Deliver exceptional customer service that drives customer satisfaction and loyalty.
• Resolve customer concerns and inquiries promptly with professionalism and hospitality.
• Serve as the primary liaison for Net Promoter Score (NPS) initiatives, communicating performance results and improvement plans to management.
• Analyze customer feedback and NPS results to identify trends and opportunities for improvement.
• Coach and support team members in understanding and meeting customer needs.
• Provide guidance, feedback, and training to help improve service delivery.
• Ensure compliance with company policies, procedures, and service standards.
• Foster a positive, customer-focused culture within the location.

Connaissances

Customer service experience

Operations support

Verbal and written communication

Relationship building

Problem solving

Customer experience passion

Description du poste

Are you passionate about delivering exceptional customer experiences and helping teams succeed? As a Customer Service Associate, you will play a key role in creating outstanding customer interactions, driving customer satisfaction, and supporting a culture of service excellence.

In this role, you will serve as the primary point of contact for customers, resolving issues quickly and professionally while ensuring a positive experience at every touchpoint. You will also partner with leadership to monitor and improve customer satisfaction metrics, including Net Promoter Score (NPS), and help implement action plans that enhance the customer experience.

What You’ll Get

• The hourly rate / wage for this role is $21.50
• Overtime Pay: Eligible (The company pays overtime in accordance with federal, state, and local laws. Per company policy, approval is required prior to the use of overtime)
• Holiday Pay: Eligible (1.5 x regular pay rate for hours worked on a designated holiday, in addition to receiving 8 hours of holiday pay)
• Sick Pay: Granted Up to 40 hours
• Paid Time Off / Vacation / Paid observed Holidays (Accruals start at .83 Days a Month, 4 Floating Holidays, 9 Paid Observed Holidays)
• Benefits: Further program information can be found here at HertzBenefits.com. To include, but not limited to:
  • Up to 40% off the base rate of any standard Hertz Rental
  • Medical, Dental & Vision plan options
  • Life Insurance: (Hertz-paid Basic Life Insurance provides coverage equal to one-times your base annual pay, at no cost to you)
  • Retirement programs, including 401(k) employer matching: Hertz will match your contributions dollar for dollar on the first 3% you contribute and 50 cents per dollar on the next 2% you contribute.
  • Paid Parental Leave & Adoption Assistance
  • Employee Assistance Program for employees & family

What You’ll Do

• Deliver exceptional customer service that drives customer satisfaction and loyalty.
• Resolve customer concerns and inquiries promptly with professionalism and hospitality.
• Serve as the primary liaison for Net Promoter Score (NPS) initiatives, communicating performance results and improvement plans to management.
• Analyze customer feedback and NPS results to identify trends and opportunities for improvement.
• Coach and support team members in understanding and meeting customer needs.
• Provide guidance, feedback, and training to help improve service delivery.
• Ensure compliance with company policies, procedures, and service standards.
• Foster a positive, customer-focused culture within the location.

Qualifications

Required

• 3+ years of customer service experience
• Experience supporting operations and sales functions
• Strong verbal and written communication skills
• Proven ability to build relationships and influence others
• Excellent problem-solving and decision-making abilities
• Passion for delivering outstanding customer experiences

Preferred

• Rental car industry experience

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