Customer Service Representative

19 hours ago


Madison, Wisconsin, United States Hertz Full time
Job Description

The Customer Experience Specialist provides exceptional customer service that exceeds expectations, fostering a culture of empowerment to deliver outstanding customer experiences. This role is responsible for first contact resolution and the customer interaction experience within the location.

Key Responsibilities:
  • Immediately handle and resolve customer issues at the counter with the highest level of hospitality and professionalism.
  • Serve as the primary Net Promoter Score (NPS) liaison for the management team, updating and communicating performance actions and decisions related to NPS.
  • Analyze NPS results to determine cause and execute plans to improve guest satisfaction.
  • Provide guidance, feedback, and individual coaching to employees to improve service and ensure all corporate policies and procedures are administered and followed.

Requirements

To succeed in this role, candidates should possess:
  • 3+ years of demonstrated experience in customer service, with experience in operations and sales.
  • Excellent customer service skills.
  • Excellent oral and written communication skills.
  • Excellent relationship building and leadership skills.
  • Excellent problem-solving and decision-making skills.

Why Join Hertz?

Hertz offers a range of benefits and perks, including:
  • Pay starting at $18/hour.
  • 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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