Customer Service Associate

$39,520 - $39,520/Yr

The Hertz Corporation - Des Moines, IA

Part-time - Entry Level

Des Moines, IA

5,001-10,000 employees

Rental and Leasing Services

About the position

The Customer Experience Associate plays a crucial role in delivering exceptional customer service and ensuring customer satisfaction and retention. This position is responsible for first contact resolution and enhancing the customer interaction experience at the location. The associate will handle and resolve customer issues with a high level of hospitality and professionalism, serve as the primary liaison for the Net Promoter Score (NPS), and analyze NPS results to improve guest satisfaction. Additionally, the role involves coaching and guiding employees to meet customer needs and adhere to corporate policies.

Responsibilities

• Provide exceptional customer service to ensure customer satisfaction and retention.
• Handle and resolve customer issues at the counter promptly and professionally.
• Serve as the primary liaison for the Net Promoter Score (NPS) and communicate performance actions to the management team.
• Analyze NPS results to identify causes and execute plans to improve guest satisfaction.
• Communicate and assist employees in understanding customer needs, providing guidance and feedback.
• Ensure all corporate policies and procedures are followed by staff.

Requirements

• 3 years of demonstrated experience in customer service, with experience in operations and sales.
• Excellent customer service skills.
• Strong oral and written communication skills.
• Excellent relationship building and leadership skills.
• Strong problem-solving and decision-making skills.

Nice-to-haves

• Rental car experience is a plus.

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.