Customer Experience Associate

Hertz; Moline (IL); On-site; USD 38,969,548 - 52,723,507; Full time

Benefits offered by this job

Rental discount on base Hertz rates

401(k) employer matching

Paid parental leave

Adoption assistance

Employee assistance program

Educational reimbursement & discounts

Pet insurance & other voluntary cover

Job summary

Hertz is hiring a Customer Experience Associate in Moline, IL to deliver service that drives customer satisfaction and retention. You will resolve issues at the counter with hospitality and professionalism and act as the main NPS liaison for the location.

The role focuses on analyzing NPS results, communicating plans, and guiding employees to meet customer needs while upholding corporate policies and procedures. Rental car experience is a plus.

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 first contact resolution and exceptional customer service at the counter.
• Serve as the primary NPS liaison for the management team and report on performance actions.
• Analyze NPS results and implement plans to improve guest satisfaction.
• Coach staff to understand customer needs and ensure hospitality and professionalism.
• Administer and enforce corporate policies and procedures.

Skills

Customer service

Operations

Sales

Oral and written communication

Relationship building

Leadership

Problem-solving

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.

Wage: $16.00/hr.

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

Benefits and Perks

• Up to 40% off the base rate of any standard Hertz rental
• 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, 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. The Hertz Corporation 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

Job Info

• Job Identification 41480
• Job Category Customer Experience
• Posting Date 07/27/2026, 04:13 PM
• Locations 2200 69th Ave, Moline, IL, 61265, US