Customer Service Representative

1 month ago


Springfield, Illinois, United States Hertz Full time
Customer Experience Specialist

The Customer Experience Specialist plays a pivotal role in delivering exceptional customer service that exceeds expectations, fostering a culture of empowerment among employees to provide outstanding service. This role is responsible for first contact resolution and ensuring a seamless customer interaction experience within the location. The Specialist must be able to handle and resolve customer issues promptly and professionally, providing a high level of hospitality and professionalism. As the primary Net Promoter Score (NPS) liaison for the management team, they will update and communicate on all performance actions and decisions related to NPS. By analyzing NPS results, the Specialist will determine the cause and execute plans to improve guest satisfaction. Additionally, they will ensure that all corporate policies and procedures are administered and followed by all staff.

Key Responsibilities:
  • Deliver exceptional customer service that meets and exceeds customer expectations.
  • Handle and resolve customer issues promptly and professionally.
  • Provide guidance, feedback, and individual coaching to employees to improve service.
  • Ensure compliance with corporate policies and procedures.
  • Collaborate with the management team to analyze NPS results and develop plans to improve guest satisfaction.
Requirements:
  • 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:
  • 40% off 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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