Customer Service Associate

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

Benefits offered by this job

Health plan options

Dental plan options

Vision plan options

401(k) employer matching

Parental Leave

Adoption Assistance

Employee Assistance Program

Educational Reimbursement

Discounts

Job summary

The Hertz Customer Experience Associate delivers service that goes beyond expectations to boost satisfaction and loyalty at the Grand Rapids location. You will be the first contact resolution expert, resolving issues at the counter with hospitality and professionalism while aligning with management on Net Promoter Score initiatives.

As the primary NPS liaison, you’ll analyze results, communicate actions, coach staff, and ensure policies are followed across operations.

Qualifications

• 3+ years of demonstrated experience in customer service, with experience in operations and sales.
• Excellent oral and written communication skills.
• Excellent relationship building and leadership skills.

Responsibilities

• Provide customer service that supports satisfaction and retention.
• Handle and resolve issues at the counter with hospitality and professionalism.
• Serve as the Net Promoter Score liaison and communicate performance actions to management.
• Analyze NPS results and plan improvements to guest satisfaction.
• Ensure adherence to corporate policies by all staff.

Skills

Customer service

Communication

Relationship building

Leadership

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:

• 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