Guest Experience Specialist - NPS & Service Leader

Hertz; Boston (MA); On-site; USD 22,000 - 32,000; Full time

Benefits offered by this job

Discounts on Hertz rentals

Health and vision plans

401(k) program with employer matching

Paid parental leave

Employee assistance program

Job summary

Hertz is seeking a Customer Service Associate in Boston to deliver outstanding service at the counter, resolve issues on first contact, and uphold hospitality and professionalism.

As the primary NPS liaison, you will analyze results, communicate actions to management, and coach staff to understand customer needs while ensuring corporate policies are followed. Join a team that values guest satisfaction and employee empowerment.

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 is above and beyond for satisfaction and retention.
• Resolve customer issues at the counter with hospitality and professionalism.
• Serve as the primary NPS liaison for the management team and communicate performance actions.
• Analyze NPS results to determine cause and execute plans to improve guest satisfaction.
• Guide and coach employees to understand customer needs and improve service.
• Ensure all corporate policies and procedures are followed by staff.

Skills

Customer service

Communication

Leadership

Problem solving

Decision making

Job description

Hertz is seeking a Customer Service Associate in Boston to deliver outstanding service at the counter, resolve issues on first contact, and uphold hospitality and professionalism.

As the primary NPS liaison, you will analyze results, communicate actions to management, and coach staff to understand customer needs while ensuring corporate policies are followed. Join a team that values guest satisfaction and employee empowerment.