Customer Service Representative

1 month ago


Springfield, Illinois, United States Hertz Full time
Customer Service Associate

At Hertz, we're committed to delivering exceptional customer experiences that drive loyalty and retention. As a Customer Service Associate, you'll play a critical role in creating a culture of empowerment, where employees are equipped to provide outstanding service that exceeds customer expectations.

Key Responsibilities:
  • Provide first-contact resolution and customer interaction experience within the location
  • Immediately handle and resolve customer issues at the counter, demonstrating the highest level of hospitality and professionalism
  • Serve as the primary Net Promoter Score (NPS) liaison for the management team, updating and communicating on all performance actions and decisions related to NPS
  • Analyze NPS results to determine cause and execute on plans to improve guest satisfaction
  • Improve service by communicating and assisting employees to understand customer needs, providing guidance, feedback, and individual coaching when needed
  • Ensure that all corporate policies and procedures are administered and followed by all staff
Qualifications:
  • 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
What We Offer:
  • 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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