Customer Experience & NPS Specialist

Hertz; Milwaukee (WI); On-site; USD 41,411,000 - 56,019,000; Full time

Benefits offered by this job

Up to 40% off base Hertz rate

Medical, Dental & Vision plans

401(k) employer matching

Paid Parental Leave & Adoption

Employee Assistance Program

Job summary

Hertz is seeking a Customer Service Associate to deliver outstanding customer service, resolve issues at the counter, and drive guest satisfaction. You will act as the primary NPS liaison for management and help implement actions to improve scores.

The role emphasizes empowerment, hospitality, and professionalism while ensuring adherence to all corporate policies and procedures. Prior customer service and operations experience are highly valued.

Qualifications

• 3+ years in customer service with operations and sales experience.
• Excellent oral and written communication skills.
• Strong relationship-building and leadership abilities.
• Excellent problem-solving and decision-making skills.
• Rental car industry experience is a plus.

Responsibilities

• Handle first contact resolution and the customer interaction experience at the counter.
• Serve as the primary Net Promoter Score (NPS) liaison for management, updating on performance actions.
• Communicate on NPS results and execute plans to improve guest satisfaction.
• Provide guidance, feedback, and coaching to staff to improve service.
• Ensure compliance with all corporate policies and procedures.

Skills

Customer service

Operations experience

Sales experience

Communication skills

Leadership

Problem solving

Job description

Hertz is seeking a Customer Service Associate to deliver outstanding customer service, resolve issues at the counter, and drive guest satisfaction. You will act as the primary NPS liaison for management and help implement actions to improve scores.

The role emphasizes empowerment, hospitality, and professionalism while ensuring adherence to all corporate policies and procedures. Prior customer service and operations experience are highly valued.