Customer Experience Lead - NPS & Service Excellence

Hertz; Buffalo (NY); On-site; USD 20,000 - 29,000; Full time

Benefits offered by this job

Rental discounts

Health plan options

401k matching

Parental leave

Employee assistance program

Educational reimbursement

Pet insurance

Identity theft protection

Theme park & gym discounts

Job summary

Hertz is hiring a Customer Service Associate in Buffalo, NY to deliver exceptional service at the counter and resolve issues with hospitality and professionalism. You will act as the main NPS liaison, communicating performance actions and driving improvements in guest satisfaction.

The role emphasizes coaching staff, upholding company policies, and maintaining a culture of empowerment to ensure outstanding customer experiences at every touchpoint.

Qualifications

• 3+ years of customer service experience.
• Operations and sales experience is a plus.
• Excellent oral and written communication skills.
• Strong relationship-building and leadership abilities.
• Strong problem-solving and decision-making skills.

Responsibilities

• Provide first contact resolution at the counter.
• Serve as the primary NPS liaison for management.
• Analyze NPS results and implement plans to improve guest satisfaction.
• Guide and coach staff to understand customer needs.
• Ensure corporate policies and procedures are followed.

Skills

Customer service experience

Operations experience

Sales experience

Excellent communication

Relationship building

Leadership

Problem-solving

Decision-making

Job description

Hertz is hiring a Customer Service Associate in Buffalo, NY to deliver exceptional service at the counter and resolve issues with hospitality and professionalism. You will act as the main NPS liaison, communicating performance actions and driving improvements in guest satisfaction.

The role emphasizes coaching staff, upholding company policies, and maintaining a culture of empowerment to ensure outstanding customer experiences at every touchpoint.