Customer Service Associate

Hertz; Midland (TX); On-site; USD 16,000 - 23,000; Full time

Benefits offered by this job

Discounts on Hertz rentals

Medical, Dental & Vision plans

401(k) employer matching

Parental Leave & Adoption Assistance

Employee Assistance Program

Educational Reimbursement

Voluntary Insurance Programs

Theme Park Tickets & Gym Discounts

Job summary

Hertz is seeking a Customer Service Associate in Midland, TX to provide exceptional service and resolve guest needs at the counter. You will lead efforts to improve the customer interaction experience and support management with NPS initiatives.

The role focuses on first-contact resolution, coaching team members, and upholding corporate policies to ensure high satisfaction and loyalty across all guests.

Qualifications

• 3+ years of demonstrated customer service experience, with operations and sales exposure.
• Rental car experience a plus.
• Excellent customer service skills.
• Excellent oral and written communication skills.
• Excellent relationship-building and leadership abilities.
• Strong problem-solving and decision-making skills.

Responsibilities

• Provide customer service that goes above and beyond to drive satisfaction and retention.
• Resolve issues at the counter and act as the first contact resolution point.
• Serve as the primary Net Promoter Score (NPS) liaison to management and report on performance actions.
• Analyze NPS results to identify causes and implement improvement plans for guest satisfaction.
• Guide and coach staff to understand customer needs and deliver best-in-class service.
• Ensure all corporate policies and procedures are followed by staff.

Skills

Customer service

Operations experience

Sales experience

Rental car experience

Communication skills

Leadership skills

Problem-solving

Job description

The Customer Service 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 : $14.00/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