Customer Experience Lead & NPS Champion

Hertz; Grand Rapids (MI); On-site; USD 19,000 - 28,000; Full time

Benefits offered by this job

Health plan options

Dental plan options

Vision plan options

401(k) employer matching

Parental Leave

Adoption Assistance

Employee Assistance Program

Educational Reimbursement

Discounts

Job summary

The Hertz Customer Experience Associate delivers service that goes beyond expectations to boost satisfaction and loyalty at the Grand Rapids location. You will be the first contact resolution expert, resolving issues at the counter with hospitality and professionalism while aligning with management on Net Promoter Score initiatives.

As the primary NPS liaison, you’ll analyze results, communicate actions, coach staff, and ensure policies are followed across operations.

Qualifications

• 3+ years of demonstrated experience in customer service, with experience in operations and sales.
• Excellent oral and written communication skills.
• Excellent relationship building and leadership skills.

Responsibilities

• Provide customer service that supports satisfaction and retention.
• Handle and resolve issues at the counter with hospitality and professionalism.
• Serve as the Net Promoter Score liaison and communicate performance actions to management.
• Analyze NPS results and plan improvements to guest satisfaction.
• Ensure adherence to corporate policies by all staff.

Skills

Customer service

Communication

Relationship building

Leadership

Job description

The Hertz Customer Experience Associate delivers service that goes beyond expectations to boost satisfaction and loyalty at the Grand Rapids location. You will be the first contact resolution expert, resolving issues at the counter with hospitality and professionalism while aligning with management on Net Promoter Score initiatives.

As the primary NPS liaison, you’ll analyze results, communicate actions, coach staff, and ensure policies are followed across operations.