Customer Service Associate (43569)

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

The Customer Experience Associate provides customer service that is above and beyond for customer satisfaction and retention creating a culture of empowerment for employees to provide excellent customer service.

• Responsible for first contact resolution and the customer interaction experience within the location.
• Immediately handles and resolves customer issues at the counter and returns with the highest level of hospitality and professionalism.
• Serves at the primary Net Promoter Score (NPS) liaison for the management team, updating and communicating on all performance actions and decisions related to Net Promoter Score.
• Analyzing NPS results to determine cause and execute on plans to improve guest satisfaction.
• Improves service by communicating and assisting employees to understand customer needs, providing guidance, feedback, and individual coaching when needed.
• Ensures that all corporate policies and procedures are administered and followed by all staff.