Customer Service Representative

1 month ago


Des Moines, Iowa, United States Hertz Full time
Drive Your Potential with Hertz

The Customer Experience Specialist plays a vital role in delivering exceptional customer service that exceeds expectations, fostering a culture of empowerment among employees to provide outstanding service. This position is responsible for first contact resolution and the customer interaction experience within the location, ensuring a seamless and personalized experience for every guest. As the primary Net Promoter Score (NPS) liaison, the Specialist analyzes NPS results to determine causes and executes plans to improve guest satisfaction. By communicating and assisting employees to understand customer needs, providing guidance, feedback, and individual coaching when needed, the Specialist ensures that all corporate policies and procedures are administered and followed by all staff.

Key Responsibilities:
  • Provide exceptional customer service that exceeds expectations
  • Responsible for first contact resolution and customer interaction experience
  • Analyze NPS results to determine causes and execute plans to improve guest satisfaction
  • Communicate and assist employees to understand customer needs
  • Ensure all corporate policies and procedures are administered and followed
Qualifications:
  • 3+ years of demonstrated experience in customer service, with experience in operations and sales
  • Rental car experience a plus
  • Excellent customer service skills
  • Excellent oral and written communication skills
  • Excellent relationship building and leadership skills
  • Excellent problem-solving and decision-making skills
Benefits and Perks:
  • 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


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