Customer Service Associate

Hertz • St. Louis, MO

1d

About The Position

The Customer Service Associate provides exceptional customer service to promote customer satisfaction and retention and empower employees to deliver excellent service. The role is responsible for first-contact resolution and the customer interaction experience at the location. The associate promptly handles and resolves customer issues at the counter and returns with hospitality and professionalism.

The associate serves as the primary Net Promoter Score (NPS) liaison for the management team, communicating performance actions and decisions related to NPS. The role analyzes NPS results to identify causes and carry out plans to improve guest satisfaction. It also supports service improvements by helping employees understand customer needs and providing guidance, feedback, and individual coaching as needed. The associate ensures staff administer and follow corporate policies and procedures.

Requirements

• At least 3 years of demonstrated customer service experience, including 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 is a plus.

Responsibilities

• Provide customer service focused on satisfaction and retention.
• Own first-contact resolution and the customer interaction experience at the location.
• Promptly resolve customer issues at the counter and returns with hospitality and professionalism.
• Serve as the primary NPS liaison for the management team and communicate performance actions and decisions related to NPS.
• Analyze NPS results, identify causes, and execute plans to improve guest satisfaction.
• Communicate with and assist employees to help them understand customer needs.
• Provide employee guidance, feedback, and individual coaching as needed.
• Ensure staff administer and follow corporate policies and procedures.

Benefits

• Up to 40% off the base rate of any standard Hertz rental.
• Medical, dental, and vision plan options.
• Retirement programs, including 401(k) employer matching.
• Paid parental leave and adoption assistance.
• Employee Assistance Program for employees and family.
• Educational reimbursement and discounts.
• Voluntary insurance programs, including pet, legal/identity theft, and critical illness coverage.
• Perks and discounts, including theme park tickets and gym discounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed