Guest Experience Specialist & NPS Liaison

Hertz; Cleveland (OH); On-site; USD 22,000 - 28,000; Full time

Benefits offered by this job

40% off base rental rate

Medical, dental & vision plans

401(k) retirement plans

Paid parental leave

Employee assistance program

Educational reimbursement

Pet/Identity Theft/Illness insurance

Theme park & gym discounts

Job summary

Hertz is seeking a Customer Service Associate to deliver outstanding service, resolve issues at the counter, and uphold hospitality standards. The role focuses on first contact resolution and enhancing the customer experience at the location.

The associate will act as the primary Net Promoter Score liaison, communicating performance actions and supporting initiatives to improve guest satisfaction across shifts.

Qualifications

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

Responsibilities

• Provide customer service that boosts satisfaction and retention at the counter.
• Serve as the NPS liaison, communicate results, and support improvement plans.
• Analyze NPS results to drive guest satisfaction enhancements.
• Coach staff and ensure adherence to corporate policies.

Skills

Customer service

Operations experience

Sales experience

Oral communication

Written communication

Relationship building

Leadership

Problem-solving

Job description

Hertz is seeking a Customer Service Associate to deliver outstanding service, resolve issues at the counter, and uphold hospitality standards. The role focuses on first contact resolution and enhancing the customer experience at the location.

The associate will act as the primary Net Promoter Score liaison, communicating performance actions and supporting initiatives to improve guest satisfaction across shifts.