Drive Customer Satisfaction and Retention Specialist

7 days ago


Indianapolis, Indiana, United States Hertz Full time
Job Overview

The Customer Experience Specialist provides exceptional customer service, driving satisfaction and retention through empowerment of employees. This role is responsible for first contact resolution and delivering a positive customer interaction experience within the location.

Key Responsibilities
  • Immediately handle and resolve customer issues at the counter with the highest level of hospitality and professionalism.
  • Serve as the primary Net Promoter Score (NPS) liaison for the management team, updating and communicating performance actions and decisions related to NPS.
  • Analyze NPS results to determine causes and execute plans to improve guest satisfaction.
Qualifications and Requirements
  • 3+ years of demonstrated experience in customer service, operations, and sales.
  • Rental car experience is an asset.
  • Excellent customer service skills, including oral and written communication, relationship building, and leadership skills.
  • Strong problem-solving and decision-making skills.
Compensation and Benefits

This role offers a competitive salary of approximately $17.50 per hour, along with comprehensive benefits and perks, including:

  • 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.


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