Customer Experience Lead & NPS Champion

The Hertz Corporation; Cedar Rapids (IA); On-site; USD 19,000 - 26,000; Full time

Benefits offered by this job

40% off base rate

Medical, Dental & Vision

401(k) matching

Parental Leave

Employee Assistance Program

Educational Reimbursement

Voluntary Insurance

Theme Park Discounts

Gym Discounts

Job summary

The Hertz Corporation is hiring a Customer Experience Associate in Cedar Rapids, IA to deliver exceptional service at the counter, resolve issues, and drive guest satisfaction. You will act as the primary NPS liaison for management and coach staff to meet service standards.

The role requires strong communication, leadership, and problem-solving skills with a focus on teamwork and policy compliance. Benefits include generous perks and advancement opportunities.

Qualifications

• 3+ years of demonstrated experience in customer service.
• Experience in operations and sales is a plus.
• Excellent oral and written communication skills.
• Strong relationship building and leadership abilities.
• Strong problem-solving and decision-making skills.

Responsibilities

• Provide first contact resolution and outstanding customer interaction at the counter.
• Serve as the primary Net Promoter Score (NPS) liaison for management and communicate on performance actions.
• Analyze NPS results to identify causes and implement plans to improve guest satisfaction.
• Ensure adherence to corporate policies and procedures by all staff.

Skills

Customer service

Operations experience

Sales experience

Communication skills

Leadership skills

Problem-solving

Job description

The Hertz Corporation is hiring a Customer Experience Associate in Cedar Rapids, IA to deliver exceptional service at the counter, resolve issues, and drive guest satisfaction. You will act as the primary NPS liaison for management and coach staff to meet service standards.

The role requires strong communication, leadership, and problem-solving skills with a focus on teamwork and policy compliance. Benefits include generous perks and advancement opportunities.