Customer Service Associate

Hertz • Kansas City, MO

17h

About The Position

The Customer Service Associate provides outstanding customer service to support customer satisfaction and retention and foster employee empowerment. 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. As the primary Net Promoter Score (NPS) liaison for the management team, the associate communicates performance actions and decisions, analyzes NPS results, and executes plans to improve guest satisfaction. The associate also helps employees understand customer needs through guidance, feedback, and individual coaching, and ensures corporate policies and procedures are followed by all staff.

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.

Responsibilities

• Provide customer service that supports customer satisfaction and retention.
• Resolve customer needs at first contact and shape the customer interaction experience at 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 and communicate performance actions and decisions related to NPS.
• Analyze NPS results to identify causes and execute plans to improve guest satisfaction.
• Help employees understand customer needs by providing guidance, feedback, and individual coaching when needed.
• Ensure all 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
• Education Level: No Education Listed