Customer Service Associate (43569)

Hertz • Syracuse, NY

8d

About The Position

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.

Requirements

• Customer service skills
• Problem-solving skills
• Communication skills
• Ability to provide guidance, feedback, and individual coaching
• Knowledge of corporate policies and procedures

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 with the highest level of hospitality and professionalism.
• Serves as the primary Net Promoter Score (NPS) liaison for the management team.
• Updates and communicates on all performance actions and decisions related to Net Promoter Score.
• Analyzes 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.
• Ensures that all corporate policies and procedures are administered and followed by all staff.

What This Job Offers

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