Customer Experience Lead: Elevate Service & NPS

Hertz; Minnesota; On-site; USD 22,041 - 30,307; Full time

Benefits offered by this job

Discounts on rentals

Medical plan options

401(k) matching

Parental leave

Employee assistance program

Educational reimbursement

Voluntary insurance programs

Theme park tickets

Job summary

Hertz is seeking a Customer Experience Associate to deliver service that goes above and beyond, resolving issues at the counter and creating a culture of empowerment for employees. The role emphasizes first contact resolution, serving as the primary Net Promoter Score liaison for management, and using NPS data to improve guest satisfaction while upholding all corporate policies.

The position offers a wage of $19.00 per hour and opportunities to coach staff, build strong customer relationships,

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 handle customer interactions with hospitality at the counter.
• Serve as the Net Promoter Score liaison and communicate performance actions to management.
• Analyze NPS results to improve guest satisfaction and guide staff accordingly.
• Ensure adherence to corporate policies and procedures by all staff.

Skills

Customer service

Operations experience

Sales experience

Communication skills

Leadership

Problem solving

Job description

Hertz is seeking a Customer Experience Associate to deliver service that goes above and beyond, resolving issues at the counter and creating a culture of empowerment for employees. The role emphasizes first contact resolution, serving as the primary Net Promoter Score liaison for management, and using NPS data to improve guest satisfaction while upholding all corporate policies.

The position offers a wage of $19.00 per hour and opportunities to coach staff, build strong customer relationships,