Customer Experience Leader - NPS & Service Expert

Hertz; Saint Paul (MN); On-site; USD 26,174 - 28,929; Full time

Benefits offered by this job

Up to 40% off base Hertz 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 is seeking a Customer Experience Associate in Saint Paul to deliver outstanding service, resolve issues at the counter, and drive customer satisfaction. The role emphasizes first-contact resolution, hospitality, and leadership guidance to staff while aligning with corporate policies.

Key responsibilities include serving as the NPS liaison, communicating performance actions, and analyzing NPS results to improve guest experiences.

Qualifications

• 3+ years of demonstrated experience in customer service, with experience in operations and sales.
• Excellent customer service skills.
• Excellent oral and written communication skills.
• 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.
• Serves as the primary Net Promoter Score (NPS) liaison for the management team, updating and communicating on performance actions and decisions related to NPS.
• Analyzes NPS results to determine causes and execute plans to improve guest satisfaction.
• Implements coaching and guidance to employees to understand customer needs and improve service.
• Ensures corporate policies and procedures are administered and followed by all staff.

Skills

Customer service

Operations

Sales experience

Relationship building

Leadership

Communication skills

Job description

Hertz is seeking a Customer Experience Associate in Saint Paul to deliver outstanding service, resolve issues at the counter, and drive customer satisfaction. The role emphasizes first-contact resolution, hospitality, and leadership guidance to staff while aligning with corporate policies.

Key responsibilities include serving as the NPS liaison, communicating performance actions, and analyzing NPS results to improve guest experiences.