Customer Service Representative

5 days ago


Springfield, Illinois, United States Hertz Full time

Job Summary:

The Customer Experience Specialist provides exceptional customer service that exceeds customer expectations and drives customer satisfaction and retention. This role is responsible for creating a culture of empowerment among employees to deliver outstanding customer service. The ideal candidate will have a strong background in customer service, operations, and sales, with excellent communication and problem-solving skills.

Key Responsibilities:

  • Provide exceptional customer service that meets or exceeds customer expectations
  • Create a culture of empowerment among employees to deliver outstanding customer service
  • Responsible for first contact resolution and customer interaction experience
  • Handle and resolve customer issues in a timely and professional manner
  • Collaborate with the management team to analyze Net Promoter Score (NPS) results and develop plans to improve customer satisfaction
  • Communicate and assist employees to understand customer needs and provide guidance, feedback, and coaching when needed
  • Ensure that all corporate policies and procedures are administered and followed by all staff

Requirements:

  • 3+ years of demonstrated experience in customer service, operations, and sales
  • Rental car experience a plus
  • Excellent customer service skills, oral and written communication skills, relationship building and leadership skills, and 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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