Customer Experience Specialist: Elevate Service & NPS

Hertz-1; City of Syracuse (NY); On-site; USD 36,000 - 48,000; Full time

Job summary

Hertz-1 seeks a Customer Experience Associate to provide exceptional customer service at the Syracuse location. You will be the first contact for customers, resolving issues at the counter with hospitality and professionalism.

You will also act as the primary NPS liaison for management, analyzing results and guiding improvements in guest satisfaction, while coaching staff to understand and meet customer needs. This role supports a culture of empowerment and policy adherence.

Responsibilities

• First contact resolution and the customer interaction experience within the location.
• Immediately handles and resolves customer issues at the counter with hospitality and professionalism.
• Serves as the primary Net Promoter Score (NPS) liaison for management, updating on performance actions and decisions.
• Analyzes NPS results to determine causes and execute plans to improve guest satisfaction.
• Improves service by guiding and coaching employees to understand customer needs.

Job description

Hertz-1 seeks a Customer Experience Associate to provide exceptional customer service at the Syracuse location. You will be the first contact for customers, resolving issues at the counter with hospitality and professionalism.

You will also act as the primary NPS liaison for management, analyzing results and guiding improvements in guest satisfaction, while coaching staff to understand and meet customer needs. This role supports a culture of empowerment and policy adherence.