Customer Service Associate

Hertz•Town of Cheektowaga, NY

9d•Onsite

About The Position

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. This role is responsible for first contact resolution and the customer interaction experience within the location. The associate immediately handles and resolves customer issues at the counter and returns with the highest level of hospitality and professionalism. They serve as 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. This involves analyzing NPS results to determine cause and executing on plans to improve guest satisfaction. The associate also improves service by communicating and assisting employees to understand customer needs, providing guidance, feedback, and individual coaching when needed. They ensure 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

Provide 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 handle and resolve customer issues at the counter and returns with the highest level of hospitality and professionalism.
Serve as 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.
Analyze NPS results to determine cause and execute on plans to improve guest satisfaction.
Improve service by communicating and assisting employees to understand customer needs, providing guidance, feedback, and individual coaching when needed.
Ensure that all corporate policies and procedures are administered and followed by all staff.