Customer Service Representative

2 weeks ago


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

The Customer Experience Specialist plays a vital role in delivering exceptional customer service that exceeds customer expectations and drives retention. This role is responsible for creating a culture of empowerment among employees to provide outstanding customer service, ensuring first contact resolution, and enhancing the customer interaction experience.

Key Responsibilities:
  • Provide customer service that is above and beyond, ensuring customer satisfaction and retention.
  • Work closely with employees to understand customer needs, provide guidance, feedback, and coaching when needed.
  • Ensure all corporate policies and procedures are administered and followed by all staff.
  • Collaborate with the management team to analyze NPS results, determine cause, and execute plans to improve guest satisfaction.
Requirements:
  • 3+ years of demonstrated experience in customer service, with experience in operations and sales.
  • Rental car experience is 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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