Customer Service Associate

Hertz • Des Moines, IA

9h

About The Position

The Customer Experience Associate provides high-quality customer service to support customer satisfaction and retention, while empowering employees to deliver excellent service. The role is responsible for first-contact resolution and the customer interaction experience at the location. It 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 improvement by helping employees understand customer needs and providing guidance, feedback, and individual coaching as needed. The associate ensures corporate policies and procedures are administered and followed by all staff.

Requirements

• At least 3 years of demonstrated customer service experience.
• 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.

Responsibilities

• Provide customer service that supports customer satisfaction and retention.
• Promote employee empowerment to deliver excellent customer service.
• Manage first-contact resolution and the customer interaction experience within the location.
• Promptly handle and resolve customer issues at the counter and returns with hospitality and professionalism.
• Serve as the primary NPS liaison for the management team, communicating performance actions and decisions related to NPS.
• Analyze NPS results to identify causes and execute plans to improve guest satisfaction.
• Communicate with and assist employees in understanding customer needs.
• Provide employee guidance, feedback, and individual coaching when needed.
• Ensure corporate policies and procedures are administered and followed by all staff.

Benefits

• 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