Customer Service Associate (41767)

Hertz; Detroit (MI); On-site; USD 19,000 - 28,000; Full time

Benefits offered by this job

Discounts on rentals

Health benefits

401(k) matching

Parental leave

Employee assistance program

Education reimbursement

Voluntary insurance programs

Job summary

Hertz in Detroit is seeking a Customer Experience Associate to deliver exceptional service at the counter while resolving issues promptly and maintaining a high level of hospitality. You will act as the main NPS liaison for management, tracking results and communicating actions to improve guest satisfaction.

You will analyze feedback, guide staff through customer needs, and provide coaching to ensure policy compliance and consistent service excellence, strengthening customer loyalty and

Qualifications

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

Responsibilities

• Provide outstanding customer service at the counter and resolve issues on first contact.
• Serve as the primary NPS liaison for the management team and report on performance actions.
• Analyze NPS results and develop plans to improve guest satisfaction.
• Coach and guide employees to understand customer needs and improve service quality.
• Ensure adherence to all corporate policies and procedures by staff.

Skills

Customer service experience

Communication skills

Leadership

Problem solving

Tools

Rental car experience

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: $17.00/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.