Customer Experience & NPS Leader

Hertz; Newark (NJ); On-site; USD 22,000 - 25,000; Full time

Benefits offered by this job

Up to 40% off standard Hertz rental

Medical, Dental & Vision

401(k) employer matching

Parental Leave & Adoption Assistance

Employee Assistance Program

Educational Reimbursement

Voluntary Insurance Programs

Theme Park Tickets & Gym Discounts

Job summary

Hertz in Newark, NJ seeks a Customer Service Associate to deliver above-and-beyond customer service at the counter. You will own first-contact resolution and drive guest satisfaction while coordinating with management as the primary Net Promoter Score (NPS) liaison.

Responsibilities include analyzing NPS data, guiding staff to meet needs, and enforcing corporate policies. Excellent communication and relationship-building skills are essential for success in this role.

Qualifications

• 3+ years of customer service experience, including operations and sales.
• Rental car experience is a plus.
• Excellent oral and written communication and relationship-building skills.

Responsibilities

• Handle first-contact resolution and customer interactions at the counter.
• Serve as the primary NPS liaison for management and communicate performance actions.
• Analyze NPS results and implement plans to improve guest satisfaction.
• Provide guidance, feedback, and coaching to staff to improve service quality.
• Ensure adherence to all corporate policies and procedures.

Skills

Customer Service

Operations

Sales

Communication

Relationship Building

Leadership

Problem Solving

Decision Making

Job description

Hertz in Newark, NJ seeks a Customer Service Associate to deliver above-and-beyond customer service at the counter. You will own first-contact resolution and drive guest satisfaction while coordinating with management as the primary Net Promoter Score (NPS) liaison.

Responsibilities include analyzing NPS data, guiding staff to meet needs, and enforcing corporate policies. Excellent communication and relationship-building skills are essential for success in this role.