About Company
Hertz is a globally recognized leader in the car rental industry, providing mobility solutions to millions of customers worldwide. With a legacy spanning over a century, we are committed to innovation, customer satisfaction, and delivering unparalleled service. We empower our employees to drive success, fostering a dynamic environment where individuals can grow their careers and contribute to a world-class brand that is always on the move. Join a team dedicated to excellence and making every journey memorable.
Job Description
Are you a proactive, empathetic communicator with a knack for building strong relationships and ensuring client satisfaction? Hertz is seeking a dedicated and self-motivated Customer Success Representative to join our remote team, serving our valued customers from the comfort of your home in Pelican Landing, Bonita Springs. In this crucial role, you will be the primary point of contact for a portfolio of customers, guiding them through their Hertz experience, addressing their needs, and proactively ensuring their success with our services. Your day will involve engaging with customers via phone, email, and chat, providing comprehensive support, resolving complex inquiries, and educating them on the full range of Hertz offerings, including our loyalty programs, vehicle options, and rental policies. This role goes beyond traditional customer service; it’s about anticipating challenges, providing solutions before problems arise, and acting as an advocate for our customers within the organization. You will leverage your excellent problem-solving skills to navigate various scenarios, from booking modifications and billing questions to roadside assistance coordination and post-rental follow-ups. We are looking for someone who can not only solve immediate issues but also identify patterns, suggest process improvements, and contribute to a culture of continuous customer-centricity. The ideal candidate will possess exceptional organizational skills, a strong ability to manage multiple priorities in a fast-paced environment, and the self-discipline essential for thriving in a remote work setting. If you are passionate about delivering outstanding customer experiences and eager to make a tangible impact on a global brand, we encourage you to apply. This is a fantastic opportunity to join a supportive team, enjoy work-life balance through remote flexibility, and grow your career with a company that values its people and its customers.
Key Responsibilities
- Manage a portfolio of customer accounts, building and maintaining strong, long-lasting customer relationships.
- Proactively engage with customers to understand their needs, provide solutions, and ensure high levels of satisfaction.
- Respond promptly and effectively to customer inquiries via phone, email, and chat, resolving issues with a professional and empathetic approach.
- Educate customers on Hertz products, services, and policies, maximizing their understanding and utilization.
- Identify and address potential customer pain points, escalating complex issues to appropriate internal teams when necessary.
- Collect and analyze customer feedback to identify trends and contribute to service improvement initiatives.
- Collaborate with internal departments, including operations, sales, and IT, to ensure seamless customer experiences.
- Maintain accurate and detailed records of customer interactions and transactions in CRM systems.
- Achieve and exceed individual and team performance metrics related to customer satisfaction and retention.
Required Skills
- 2+ years of experience in a customer service, customer success, or account management role.
- Exceptional verbal and written communication skills with a professional and friendly demeanor.
- Proven ability to actively listen, empathize, and build rapport with diverse customer personalities.
- Strong problem-solving abilities and a methodical approach to issue resolution.
- Proficiency in using CRM software (e.g., Salesforce) and standard office applications (Microsoft Office Suite).
- Self-motivated and disciplined with the ability to work independently and manage time effectively in a remote environment.
- Reliable high-speed internet connection and a dedicated, quiet home workspace.
- High school diploma or equivalent.
Preferred Qualifications
- Bachelor's degree in Business, Communications, or a related field.
- Experience in the travel, hospitality, or automotive rental industry.
- Familiarity with remote collaboration tools and virtual team environments.
- Bilingual proficiency (English and Spanish or other languages).
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health, dental, and vision insurance plans.
- 401(k) retirement plan with company match.
- Paid time off (vacation, sick leave, and holidays).
- Employee discounts on Hertz car rentals and other services.
- Opportunities for professional development and career advancement within a global company.
- Flexible remote work environment, promoting work-life balance.
- Access to wellness programs and resources.
- Supportive team culture and virtual social events.
How to Apply
Ready to drive your career forward with Hertz? We invite passionate individuals to click the application link below to submit their resume and cover letter. Please ensure your application highlights your experience in customer success and your ability to thrive in a remote work setting.