Customer Service Associate

Hertz; Buffalo (NY); On-site; USD 20,664 - 28,929; Full time

Benefits offered by this job

Renter discount

Health benefits

401(k) match

Parental leave

Employee assistance

Education reimbursement

Voluntary insurance

Theme park & gym discounts

Job summary

Hertz seeks a Customer Service Associate in Buffalo, NY, to deliver exceptional service and resolve guest issues at the counter with professionalism. You will act as the primary NPS liaison, communicating results to management and driving guest satisfaction improvements.

The role involves guiding staff on customer needs, offering feedback, and ensuring adherence to corporate policies. Requirements include 3+ years in customer service with operations and sales exposure; rental car experience is a

Qualifications

• 3+ years of demonstrated customer service experience.
• Experience in operations and sales.
• Rental car experience is a plus.
• Excellent customer service and communication skills, both oral and written.

Responsibilities

• Provide customer service that drives satisfaction and retention at the counter.
• Resolve issues at first contact and act as NPS liaison for management.
• Coach staff to deliver high hospitality, align with policies and procedures.

Skills

Customer service

Operations experience

Sales experience

Rental car experience

Oral communication

Written communication

Relationship-building

Leadership

Problem-solving

Decision-making

Job description

Job Description

The Customer Service Associate provides customer service that is above and beyond for customer satisfaction and retention, creating a culture of empowerment for employees to deliver excellent service. Responsibilities include first‑contact resolution and managing the overall customer interaction experience at the location. The Associate immediately handles and resolves customer issues at the counter with the highest level of hospitality and professionalism. They serve as the primary Net Promoter Score (NPS) liaison for the management team, updating and communicating on all performance actions and decisions related to NPS, analyzing results to determine causes and executing plans to improve guest satisfaction. The role also involves improving service by communicating and assisting employees to understand customer needs, providing guidance, feedback, and individual coaching when needed, and ensuring that all corporate policies and procedures are administered and followed by all staff.

Wage

$18.00/hr

Qualifications

3+ years of demonstrated experience in customer service, with experience in operations and sales. Rental car experience is a plus. Excellent customer service, oral and written communication, relationship‑building, leadership, problem‑solving, and decision‑making skills are required.

Benefits and Perks

• Up to 40% off the base rate of any standard Hertz rental
• Medical, Dental & Vision plan options
• Retirement programs, including 401(k) employer matching
• Paid Parental Leave & Adoption Assistance
• Employee Assistance Program for employees & family
• Educational Reimbursement & Discounts
• Voluntary Insurance Programs – Pet, Legal/Identity Theft, Critical Illness
• Perks & Discounts – Theme Park Tickets, Gym Discounts & more

About Us

The Hertz Corporation operates the Hertz, Dollar Car Rental, and Thrifty Car Rental brands in approximately 9,700 corporate and franchisee locations throughout North America, Europe, the Caribbean, Latin America, Africa, the Middle East, Asia, Australia, and New Zealand. It is one of the largest worldwide airport general‑use vehicle rental companies, and the Hertz brand is one of the most recognized in the world.

US EEO Statement

At Hertz, we champion and celebrate a culture of diversity and inclusion. We take affirmative steps to promote employment and advancement opportunities. The endless variety of perspectives, experiences, skills, and talents that our employees invest in their work every day represent a significant part of our culture – and our success and reputation as a company. Individuals are encouraged to apply for positions because of the characteristics that make them unique. EOE, including disability/veteran.