Customer Service Associate

Hertz • Tampa, FL

12d

About The Position

The Customer Service 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. The associate promptly handles and resolves customer issues at the counter and returns with hospitality and professionalism.

The associate serves as the management team's primary Net Promoter Score (NPS) liaison, 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 when needed. The associate ensures that staff administer and follow corporate policies and procedures.

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 is a plus.

Responsibilities

• Provide customer service that supports customer satisfaction and retention.
• Support first-contact resolution and 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 management team's primary NPS liaison and communicate performance actions and decisions related to NPS.
• Analyze NPS results, determine causes, and execute plans to improve guest satisfaction.
• Help employees understand customer needs and provide guidance, feedback, and individual coaching when needed.
• Ensure 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
• Career Level: Mid Level
• Education Level: No Education Listed