Customer Service Associate

$37,440 - $37,440/Yr

The Hertz Corporation - Charlotte, NC

Full-time - Entry Level

Charlotte, NC

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, serving as the primary liaison for the Net Promoter Score (NPS) initiatives, analyzing results, and implementing plans to improve guest satisfaction.

Responsibilities

• Provide outstanding customer service to ensure customer satisfaction and retention.
• Handle and resolve customer issues at the counter promptly and professionally.
• Act as the primary liaison for the Net Promoter Score (NPS) initiatives, updating management on performance actions and decisions.
• Analyze NPS results to identify causes and execute plans to enhance 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 demonstrated experience in customer service, with a background in operations and sales.
• Excellent customer service skills.
• Strong oral and written communication skills.
• Proven relationship building and leadership skills.
• Effective 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.