Customer Service Associate
$35,360 - $35,360/Yr
The Hertz Corporation - Grand Rapids, MI
posted about 2 months ago
Full-time - Entry Level
Grand Rapids, MI
5,001-10,000 employees
Rental and Leasing Services
About the position
The Customer Experience Specialist at Hertz 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 rental location, ensuring a high level of hospitality and professionalism. The specialist serves as the primary liaison for the Net Promoter Score (NPS) initiatives, analyzing results to improve guest satisfaction and coaching employees to meet customer needs effectively.
Responsibilities
- Provide above-and-beyond customer service to ensure satisfaction and retention.
- Handle and resolve customer issues at the counter promptly and professionally.
- Act as the primary liaison for Net Promoter Score (NPS) communications and updates.
- Analyze NPS results to identify causes and implement improvement plans for guest satisfaction.
- Communicate and assist employees in understanding customer needs, providing guidance and coaching as necessary.
- Ensure compliance with corporate policies and procedures among all staff.
Requirements
- 3+ years of experience in customer service, with a focus on operations and sales.
- Excellent customer service skills and experience in the rental car industry is a plus.
- Strong oral and written communication skills.
- Proven relationship building and leadership abilities.
- Effective problem-solving and decision-making skills.
Benefits
- Paid parental leave
- Health insurance
- Dental insurance
- Tuition reimbursement
- Adoption assistance
- Employee assistance program
- Vision insurance
- 401(k) matching
- Gym membership
- Opportunities for advancement
