Customer Service Associate (41443)

Hertz-1; Des Moines (IA); On-site; USD 23,000 - 30,000; Full time

Benefits offered by this job

40% off Hertz rental base rate

Medical, dental & vision plan options

401(k) employer matching

Paid parental leave

Educational reimbursement

Pet insurance

Employee discounts

Job summary

Hertz-1 is seeking a Customer Experience Associate in Des Moines to deliver outstanding service, resolve issues at the counter, and elevate guest satisfaction. You will be the primary NPS liaison for the management team, analyzing results and driving actions to improve the guest experience.

The role emphasizes hospitality, professionalism, and coaching staff to meet customer needs, while ensuring adherence to corporate policies across the location.

Qualifications

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

Responsibilities

• Provide first contact resolution and hospitality at the counter.
• Act as the Net Promoter Score liaison for management.
• Analyze NPS results and implement improvement plans.
• Ensure corporate policies are understood and followed by staff.

Skills

Customer service

Communication skills

Relationship building

Leadership

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: $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.

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.