Customer Experience Lead & NPS Champion

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

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.