Customer Experience Lead — NPS & Guest Satisfaction

Hertz; Minnesota; Hybrid; USD 22,000 - 30,000; Full time

Benefits offered by this job

Rental discount 40%

Medical, Dental & Vision

401(k) matching

Parental Leave

Employee assistance

Educational reimbursement

Voluntary insurance

Theme park tickets

Gym discounts

Job summary

Hertz is seeking a Customer Experience Associate to deliver service above and beyond at the counter in Minnesota, resolving issues on first contact and maintaining hospitality. You will serve as the NPS liaison, analyze results, and communicate actions to management while coaching staff to meet guest needs and uphold corporate standards.

Responsibilities include resolving customer issues with professionalism, driving satisfaction, and ensuring adherence to policies across the team.

Qualifications

• 3+ years of demonstrated experience in customer service, with experience in operations and sales.
• Rental car experience a plus.
• Excellent customer service skills and strong communication abilities.

Responsibilities

• Provide first contact resolution and the customer interaction experience at the counter.
• Resolve customer issues immediately with hospitality and professionalism.
• Serve as the primary NPS liaison for the management team and communicate performance actions.
• Analyze NPS results and implement plans to improve guest satisfaction.

Skills

Customer service

Operations

Sales

Oral and written communication

Relationship building

Leadership

Problem-solving

Decision-making

Job description

Hertz is seeking a Customer Experience Associate to deliver service above and beyond at the counter in Minnesota, resolving issues on first contact and maintaining hospitality. You will serve as the NPS liaison, analyze results, and communicate actions to management while coaching staff to meet guest needs and uphold corporate standards.

Responsibilities include resolving customer issues with professionalism, driving satisfaction, and ensuring adherence to policies across the team.