Customer Service Associate (40266)

Hertz-1; Madison (WI); On-site; USD 20,000 - 29,000; Full time

Job summary

Hertz-1 in Madison, Wisconsin is seeking a Customer Service Associate to deliver exceptional service, resolve issues at the counter, and contribute to a culture of empowerment and hospitality.

The role emphasizes first contact resolution, partnership with management on NPS initiatives, coaching staff, and ensuring adherence to corporate policies while driving guest satisfaction.

Qualifications

• 3+ years of demonstrated experience in customer service, with experience in operations and sales.

Responsibilities

• Handle first contact resolution and counter-level customer issues.
• Serve as the primary NPS liaison for management and communicate performance actions.
• Coach staff and ensure adherence to corporate policies and procedures.

Skills

Customer service

Communication (oral & written)

Relationship building

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: $18.00/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.