Customer Experience Leader & NPS Champion

Hertz; Springfield (MO); On-site; USD 19,000 - 26,000; Full time

Benefits offered by this job

Employee discounts

Medical/Dental/Vision insurance

401(k) matching

Paid parental leave

Employee Assistance Program

Educational reimbursement

Voluntary insurance options

Theme park tickets & discounts

Job summary

Hertz is seeking a Customer Experience Associate to deliver exceptional customer service at the counter and drive guest satisfaction. You will resolve issues promptly, while contributing to NPS initiatives and cross-functional collaboration to improve the guest experience.

The role requires strong communication, leadership, and problem-solving skills, with a focus on policy compliance and team empowerment across the location.

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

• Provides customer service that is above and beyond for customer satisfaction and retention.
• Acts as primary Net Promoter Score (NPS) liaison for management, updating on performance actions and decisions.
• Analyzes NPS results to determine causes and implement improvement plans.
• Guides staff with feedback and coaching to understand customer needs.
• Ensures corporate policies and procedures are followed by all staff.

Skills

Customer service

Operations experience

Sales experience

Communication skills

Leadership

Problem solving

Relationship building

Job description

Hertz is seeking a Customer Experience Associate to deliver exceptional customer service at the counter and drive guest satisfaction. You will resolve issues promptly, while contributing to NPS initiatives and cross-functional collaboration to improve the guest experience.

The role requires strong communication, leadership, and problem-solving skills, with a focus on policy compliance and team empowerment across the location.