Customer Service Associate

Hertz-1; Saint Paul (MN); On-site; USD 22,000 - 31,000; Full time

Benefits offered by this job

Discounts on rentals

Medical, Dental & Vision insurance

401(k) matching

Parental Leave

Employee Assistance Program

Educational Reimbursement

Voluntary Insurance

Job summary

Hertz-1 is seeking a dedicated Customer Experience Associate in Minnesota to elevate the customer journey at the counter and foster loyalty. You will handle inquiries, resolve issues with hospitality, and partner with the management team on NPS initiatives to drive guest satisfaction.

The role emphasizes first-contact resolution, policy adherence, and professional communication, with a benefits package supporting employee wellbeing and growth.

Qualifications

• 3+ years of demonstrated experience in customer service, with operations and sales experience preferred.
• Rental car experience is a plus.
• Excellent customer service and communication skills.
• Strong problem-solving and decision-making abilities.

Responsibilities

• Provide outstanding customer service to improve satisfaction and retention.
• Serve as primary NPS liaison for management and report on actions related to Net Promoter Score.
• Resolve customer issues at the counter with hospitality and professionalism.
• Analyze NPS results and implement plans to improve guest satisfaction.
• Guide staff to understand customer needs and provide coaching when needed.
• Ensure all corporate policies and procedures are followed by staff.

Skills

Customer service

Communication

Relationship building

Leadership

Problem solving

Job description

Responsibilities:

• 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.