Customer Service Associate

Hertz-1; Goleta (CA); On-site; USD 45,000 - 50,000; Full time

Benefits offered by this job

Overtime eligibility

Holiday pay

Sick pay

Paid time off

Medical, dental & vision

Life insurance

401(k) with employer matching

Parental leave

Employee assistance program

Employee discount up to 40%

Job summary

Hertz Goleta is seeking a Customer Service Associate to deliver exceptional experiences and support a culture of service excellence. You’ll be the primary contact for customers, resolve issues promptly, and help drive customer satisfaction metrics such as NPS.

You will collaborate with leadership to monitor performance, train staff, and uphold service standards while contributing to a positive, customer-focused environment at the Goleta location.

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.

Responsibilities

• 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.

Skills

Customer service

Communication

Relationship building

Problem solving

Influencing others

Job description

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.