Customer Experience Specialist

The primary mission of the Customer Experience Specialist is to provide customer service that is above and beyond for customer satisfaction and retention creating a culture of empowerment for employees to provide excellent customer service.

• Company Vehicle provided for professional and personal use 24/7!
• Previous rental car industry experience strongly preferred!

Job Contributions- what will you do

• Responsible for first contact resolution and the customer interaction experience within the location.
• Immediately handles and resolves customer issues at the counter and return with the highest level of hospitality and professionalism.
• Expertly handle Platinum customers
• Serves at the primary Net Promoter Score (NPS) liaison for the management team, updating and communicating on all performance actions and decisions related to Net Promoter Score.
• Analyzing NPS results to determine cause and execute on plans to improve guest satisfaction.
• Create and implement monthly NPS contests.
• Assists with Customer Care activations within the location
• Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicates expectations to produces desired results.
• Improves service by communicating and assisting employees to understand customer needs, providing guidance, feedback, and individual coaching when needed.
• Empowers employees to provide excellent customer service.
• Serves as a role model to demonstrate appropriate behaviors.
• Executes training and development to improve customer satisfaction.
• Assists with interviews to ensure location is hiring for sales and service expertise.
• Schedule based on the most important needs/volume in the location
• Ensures that all corporate policies and procedures are administered and followed by all staff.

Experience and 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
• Ability to work with little or no supervision
• Excellent relationship building and leadership skills
• Detail oriented and excellent organizational skills
• Excellent problem-solving and decision-making skills

At Hertz, we champion and celebrate a culture of diversity and inclusion. We take affirmative steps to promote employment and advancement opportunities. The endless variety of perspectives, experiences, skills and talents that our employees invest in their work every day represent a significant part of our culture – and our success and reputation as a company.

Individuals are encouraged to apply for positions because of the characteristics that make them unique.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with applicable federal, state and local law. Hertz is a drug free workplace.

EOE, including disability/veteran