Customer Service Associate

Hertz; Minnesota; On-site; USD 22,041 - 30,307; Full time

Benefits offered by this job

Discounts on rentals

Medical plan options

401(k) matching

Parental leave

Employee assistance program

Educational reimbursement

Voluntary insurance programs

Theme park tickets

Job summary

Hertz is seeking a Customer Experience Associate to deliver service that goes above and beyond, resolving issues at the counter and creating a culture of empowerment for employees. The role emphasizes first contact resolution, serving as the primary Net Promoter Score liaison for management, and using NPS data to improve guest satisfaction while upholding all corporate policies.

The position offers a wage of $19.00 per hour and opportunities to coach staff, build strong customer relationships,

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

Responsibilities

• Provide first contact resolution and handle customer interactions with hospitality at the counter.
• Serve as the Net Promoter Score liaison and communicate performance actions to management.
• Analyze NPS results to improve guest satisfaction and guide staff accordingly.
• Ensure adherence to corporate policies and procedures by all staff.

Skills

Customer service

Operations experience

Sales experience

Communication skills

Leadership

Problem solving

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: $19.00/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