Customer Experience Specialist — NPS & Service Excellence

Hertz

Goleta (CA)

On-site

USD 42,000 - 47,000

Full time

5 hours ago

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Job summary

The Hertz Corporation in Goleta, CA is seeking a Customer Service Associate to deliver exceptional service, resolve issues promptly, and act as the primary contact for customers. You will help monitor and improve customer satisfaction metrics, including NPS, and collaborate with leadership to implement action plans that enhance the customer experience.

You will support operations and sales functions, coach teammates, and uphold hospitality standards across all touchpoints.

Qualifications

3+ years of customer service experience.
Experience supporting operations and sales functions.
Strong verbal and written communication skills.
Proven ability to build relationships and influence others.
Excellent problem-solving and decision-making abilities.
Passion for delivering outstanding customer experiences.

Responsibilities

Deliver exceptional customer service that drives customer satisfaction and loyalty.
Resolve customer concerns and inquiries promptly with professionalism and hospitality.
Serve as the primary liaison for Net Promoter Score (NPS) initiatives, communicating performance results and improvement plans to management.
Analyze customer feedback and NPS results to identify trends and opportunities for improvement.
Coach and support team members in understanding and meeting customer needs.
Provide guidance, feedback, and training to help improve service delivery.
Ensure compliance with company policies, procedures, and service standards.
Foster a positive, customer-focused culture within the location.