Customer Service Associate

3 weeks ago


Grand Rapids, Michigan, United States Hertz Full time
Customer Service Associate Job Description

The Customer Experience Specialist provides exceptional customer service that exceeds customer satisfaction and retention goals, fostering a culture of empowerment for employees to deliver outstanding customer experiences. Key responsibilities include first contact resolution, customer interaction experience, and resolving customer issues at the counter with the highest level of hospitality and professionalism. As the primary Net Promoter Score (NPS) liaison, the specialist updates and communicates performance actions and decisions related to NPS, analyzing results to determine cause and executing plans to improve guest satisfaction. Additionally, the specialist ensures all corporate policies and procedures are administered and followed by all staff.

Qualifications and 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
  • 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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