Customer Experience Lead & NPS Liaison

Hertz; Fort Myers (FL); On-site; USD 18,000 - 26,000; Full time

Benefits offered by this job

40% off Hertz rentals

Medical/Dental/Vision options

401(k) employer matching

Paid Parental Leave

Employee Assistance Program

Educational Reimbursement

Pet Insurance

Theme Park Tickets

Gym Discounts

Job summary

Hertz Fort Myers is seeking a Customer Service Associate to deliver superior service, drive guest satisfaction, and foster customer loyalty. You will resolve issues at the counter with hospitality and professionalism, acting as the primary NPS liaison for management and helping translate feedback into action.

You will coach team members, communicate customer needs, and ensure adherence to corporate policies while maintaining a welcoming, professional environment for guests and staff alike.

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

Responsibilities

• Provide customer service that is above and beyond for customer satisfaction and retention.
• Handle first contact resolution and the customer interaction experience within the location.
• Resolve customer issues at the counter and returns with 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 Net Promoter Score.
• Analyze NPS results to determine cause and execute on plans to improve guest satisfaction.
• Guide and coach employees to understand customer needs, provide feedback, and foster continuous improvement.
• Ensure that all corporate policies and procedures are administered and followed by all staff.

Skills

Customer service

Operations experience

Sales experience

Communication skills

Leadership

Problem solving

Job description

Hertz Fort Myers is seeking a Customer Service Associate to deliver superior service, drive guest satisfaction, and foster customer loyalty. You will resolve issues at the counter with hospitality and professionalism, acting as the primary NPS liaison for management and helping translate feedback into action.

You will coach team members, communicate customer needs, and ensure adherence to corporate policies while maintaining a welcoming, professional environment for guests and staff alike.