Customer Service Associate

Hertz; Springfield (MO); On-site; USD 22,000 - 25,000; Full time

Benefits offered by this job

Rental discounts

Medical, Dental & Vision plans

401(k) employer matching

Paid parental leave

Employee assistance program

Educational reimbursement

Discounts - park tickets, gym, etc.

Job summary

Hertz in Springfield, MO is seeking a Customer Experience Associate to deliver exceptional service at the counter, resolve issues on first contact, and support guest satisfaction. As the location's NPS liaison, you will communicate results and help drive improvement plans with the team.

The role emphasizes hospitality, coaching, and adherence to corporate policies. The position pays $16.50/hr with a comprehensive benefits package including medical, retirement, parental leave, and employee

Qualifications

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

Responsibilities

• Provide outstanding customer service and first-contact resolution at the counter.
• Serve as the primary Net Promoter Score (NPS) liaison for management and communicate performance actions.
• Analyze NPS results to identify causes and implement improvement plans for guest satisfaction.
• Ensure compliance with corporate policies and procedures by staff.

Skills

Customer service

Communication

Relationship building

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 : $16.50/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

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