Customer Service Associate

Hertz•Buffalo, NY

5d•Onsite

About The Position

The Customer Service Associate is responsible for providing exceptional customer service to ensure customer satisfaction and retention. This role involves creating an empowering culture for employees to deliver excellent service, focusing on first contact resolution and enhancing the overall customer interaction experience within the location. The Associate will promptly handle and resolve customer issues at the counter and manage returns with the highest level of hospitality and professionalism. Key responsibilities also include acting as the primary Net Promoter Score (NPS) liaison for the management team, which involves updating and communicating performance actions and decisions related to NPS. The Associate will analyze NPS results to identify causes and implement plans to improve guest satisfaction. Furthermore, they will improve service by communicating with and assisting employees to understand customer needs, providing guidance, feedback, and individual coaching as necessary. The role also ensures that all corporate policies and procedures are administered and followed by all staff.

Requirements

3+ years of demonstrated experience in customer service, with experience in operations and sales
Excellent customer service skills
Excellent oral and written communication skills
Excellent relationship building and leadership skills
Excellent problem-solving and decision-making skills

Nice To Haves

Rental car experience a plus

Responsibilities

Provides customer service that is above and beyond for customer satisfaction and retention
Creates 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