Customer Service Associate

Hertz Global Holdings, Inc.; Goleta (CA); On-site; USD 24,000 - 35,000; Full time

Benefits offered by this job

Medical Dental Vision

401(k) Matching

PTO & Holidays

Parental Leave

Employee Assistance Program

Job summary

Hertz Global Holdings, Inc. in Goleta, CA is seeking a Customer Service Associate to deliver exceptional experiences, resolve issues promptly, and support a culture of service excellence. You will partner with leadership to monitor customer satisfaction metrics and implement action plans that enhance the customer experience.

You will also analyze feedback, drive improvements, coach teammates, and ensure adherence to Hertz service standards in a fast-paced, customer-facing environment.

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 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.

Skills

Customer service

Communication

Relationship building

Problem solving

Team collaboration

Sales support

Job description

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:
  • 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