Customer Experience Leader | NPS & Guest Satisfaction

Hertz; Des Moines (IA); On-site; USD 20,457 - 29,136; Full time

Benefits offered by this job

40% off Hertz base rental rate

Medical, Dental & Vision plans

401(k) employer matching

Paid Parental Leave & Adoption Support

Employee Assistance Program

Educational Reimbursement & Discounts

Voluntary Insurance Programs

Theme Park Tickets, Gym Discounts &更多

Job summary

Hertz Des Moines is seeking a Customer Experience Associate to deliver exceptional customer service at the counter and drive satisfaction and retention. You will handle first contact resolution, serve as the primary NPS liaison for management, and analyze feedback to improve guest experiences while ensuring adherence to corporate policies and procedures.

The role emphasizes empower­ment of staff, effective communication, and a high level of professionalism in every customer interaction.

Qualifications

• 3+ years of demonstrated experience in customer service.
• 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 first contact resolution and the customer interaction experience at the counter.
• Resolve customer issues immediately with hospitality and professionalism.
• Liaise on Net Promoter Score (NPS) performance and communicate actions to management.
• Analyze NPS results to identify causes and implement improvement plans.
• Ensure adherence to corporate policies and procedures by all staff.

Skills

Customer service

Operations experience

Sales experience

Leadership

Communication

Problem solving

Job description

Hertz Des Moines is seeking a Customer Experience Associate to deliver exceptional customer service at the counter and drive satisfaction and retention. You will handle first contact resolution, serve as the primary NPS liaison for management, and analyze feedback to improve guest experiences while ensuring adherence to corporate policies and procedures.

The role emphasizes empower­ment of staff, effective communication, and a high level of professionalism in every customer interaction.