Customer Service Associate

$37,440 - $37,440/Yr

The Hertz Corporation - Raleigh, NC

Full-time - Entry Level

Raleigh, NC

5,001-10,000 employees

Rental and Leasing Services

About the position

The Customer Experience Associate is responsible for delivering exceptional customer service to enhance customer satisfaction and retention. This role focuses on first contact resolution and managing customer interactions at the location, ensuring a high level of hospitality and professionalism. The associate serves as the primary liaison for the Net Promoter Score (NPS), analyzing results to improve guest satisfaction and coaching employees to meet customer needs effectively.

Responsibilities

• Provide outstanding customer service to ensure customer satisfaction and retention.
• Handle and resolve customer issues at the counter with professionalism.
• Act 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 implement plans for improvement.
• Assist employees in understanding customer needs and provide guidance and coaching as necessary.
• Ensure compliance with corporate policies and procedures among all staff.

Requirements

• 3 years of demonstrated experience in customer service, preferably in operations and sales.
• Excellent customer service skills with a focus on relationship building.
• Strong oral and written communication skills.
• Proven leadership skills and ability to coach others.
• Excellent problem-solving and decision-making abilities.

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.