Part Time Customer Service Associate

Hertz•Buffalo, NY

5d•Onsite

About The Position

The Part Time Customer Service Associate is responsible for providing exceptional customer service, aiming for satisfaction and retention. This role involves creating an empowering culture for employees to deliver excellent service, focusing on first contact resolution and enhancing the overall customer interaction experience at the location. Key duties include immediately handling and resolving customer issues at the counter and returns with high levels of hospitality and professionalism. The associate also acts as the primary Net Promoter Score (NPS) liaison for the management team, communicating performance actions and decisions related to NPS, and analyzing results to improve guest satisfaction. Furthermore, the role involves improving service by helping employees understand customer needs, providing guidance, feedback, and coaching, and ensuring adherence to all corporate policies and procedures.

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 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