Customer Experience Associate (41480)

Hertz; Moline (IL); On-site; USD 19,000 - 25,000; Full time

Benefits offered by this job

Rental discounts

Health plans

401(k) matching

Parental leave

Employee assistance

Education reimbursement

Voluntary insurance

Theme park tickets

Gym discounts

Job summary

Hertz is seeking a Customer Experience Associate to deliver outstanding service, resolve issues at the counter, and drive guest satisfaction. You will be the main NPS liaison for the location and collaborate with management on performance actions and improvements.

The role emphasizes coaching staff, understanding customer needs, and upholding corporate policies while maintaining professionalism and hospitality.

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 resolves issues at the counter and ensures high satisfaction.
• Act as the primary Net Promoter Score (NPS) liaison for management and communicate performance actions.
• Analyze NPS results to determine causes and implement improvement plans for guest satisfaction.
• Coach employees on customer needs, provide guidance, and ensure adherence to corporate policies.

Skills

Customer service

Operations experience

Sales experience

Communication skills

Leadership

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:

Not only do you get to be part of an organization where Drive your Potential, Power your Passion!! Below are a few perks and discounts:

• 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.