Customer Service Associate

Job Overview

We are seeking a dedicated Customer Service Associate committed to delivering superior customer interactions and fostering team success. In this capacity, you will be the frontline contact for customers, ensuring rapid and professional resolution of issues while cultivating a positive experience across all touchpoints. You will collaborate with leadership to monitor customer satisfaction metrics like Net Promoter Score (NPS) and help execute strategies to enhance the overall customer experience.

Key Responsibilities

• Provide outstanding customer service that promotes satisfaction and loyalty.
• Efficiently address and resolve customer inquiries and problems with professionalism.
• Act as the main liaison for NPS initiatives, presenting performance data and improvement strategies to management.
• Evaluate customer feedback and NPS results to detect patterns and improvement opportunities.
• Mentor and assist team members in comprehending and fulfilling customer requirements.
• Offer guidance, constructive feedback, and training to elevate service quality.
• Ensure adherence to company policies, procedures, and service standards.
• Promote a positive, customer-centric culture at the local level.

Qualifications

• Minimum of three years experience in customer service.
• Experience in supporting operational and sales activities.
• Excellent verbal and written communication capabilities.
• Ability to build relationships and influence stakeholders effectively.
• Strong problem-solving and decision-making skills.
• A passion for delivering excellent customer experiences.
• Rental car industry experience is an advantage.

Compensation and Benefits

• Hourly wage of $21.50.
• Overtime pay eligibility with prior approval, aligned with legal standards.
• Holiday pay at 1.5 times the regular rate plus 8 hours of holiday pay.
• Up to 40 hours of sick leave provided.
• Paid time off, including vacation accrual at 0.83 days per month, 4 floating holidays, and 9 paid observed holidays.
• Access to multiple benefits programs, including medical, dental, vision insurance, and life insurance equal to one times base annual pay at no cost.
• Retirement plans featuring 401(k) with employer matching contributions.
• Paid parental leave and adoption support.
• Employee assistance programs available to employees and their families.
• Employee discount providing up to 40% off standard Hertz rental base rates.

Company Information

The Hertz Corporation operates globally across approximately 9,700 corporate and franchise locations under the Hertz, Dollar Car Rental, and Thrifty Car Rental brands. Hertz is recognized as one of the largest airport general use vehicle rental companies worldwide with a strong global presence in multiple continents.

Diversity and Inclusion

Hertz values diversity and inclusion and actively promotes equal employment opportunities. We embrace varied perspectives and encourage individuals uniquely qualified to apply.