Customer Service Associate

Hertz • Louisville, KY

90d • $15

About The Position

The 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. 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

• 3+ years of demonstrated experience in customer service.
• Experience in operations and sales.
• Rental car experience is a plus.
• Excellent customer service skills.
• Excellent oral and written communication skills.
• Excellent relationship building and leadership skills.
• Excellent problem-solving and decision-making skills.

Responsibilities

• Provide exceptional customer service for customer satisfaction and retention.
• Handle and resolve customer issues at the counter.
• Serve as the primary Net Promoter Score (NPS) liaison for the management team.
• Update and communicate on all performance actions and decisions related to NPS.
• Analyze NPS results to determine causes and execute plans to improve guest satisfaction.
• Communicate and assist employees to understand customer needs.
• Provide guidance, feedback, and individual coaching to employees.
• Ensure all corporate policies and procedures are followed by staff.

Benefits

• Up to 40% off the base rate of any standard Hertz rental.
• Medical, Dental & Vision plan options.
• Retirement programs, including 401(k) employer matching.
• Paid Parental Leave & Adoption Assistance.
• Employee Assistance Program for employees & family.
• Educational Reimbursement & Discounts.
• Voluntary Insurance Programs - Pet, Legal/Identity Theft, Critical Illness.
• Perks & Discounts – Theme Park Tickets, Gym Discounts & more.

What This Job Offers

• Job Type: Full-time
• Number of Employees: 5,001-10,000 employees