Part Time Customer Service Associate

Hertz•Gainesville, FL

1d•Onsite

About The Position

The Part Time 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 will immediately handle and resolve 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 includes analyzing NPS results to determine cause and executing on plans to improve guest satisfaction. The associate improves service by communicating and assisting employees to understand customer needs, providing guidance, feedback, and individual coaching when needed. They also 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

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 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
Provides guidance, feedback, and individual coaching when needed
Ensures that all corporate policies and procedures are administered and followed by all staff