Customer Experience Specialist - NPS & Resolution

Hertz; Cedar Rapids (IA); On-site; USD 21,000 - 25,000; Full time

Benefits offered by this job

40% Hertz rental

401(k) matching

Paid parental leave

Employee assistance program

Educational reimbursement

Voluntary insurance

Theme park tickets

Gym discounts

Job summary

Hertz in Cedar Rapids, IA is seeking a Customer Experience Associate to deliver exceptional customer service and resolve issues at the counter with hospitality. You will act as the primary NPS liaison for management, analyze feedback, and drive improvements across the location.

Strong leadership and communication are essential for coaching staff and maintaining service standards. The role emphasizes first-contact resolution, customer satisfaction, and adherence to corporate policies, with

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 is above and beyond to enhance satisfaction and retention.
• Serve as the primary NPS liaison, updating performance actions and decisions.
• Analyze NPS results to identify causes and implement improvement plans.
• Guide and coach employees to improve understanding of customer needs and service quality.
• Ensure compliance with corporate policies and procedures across staff.

Skills

Customer service

Operations experience

Sales experience

Communication skills

Leadership

Problem solving

Job description

Hertz in Cedar Rapids, IA is seeking a Customer Experience Associate to deliver exceptional customer service and resolve issues at the counter with hospitality. You will act as the primary NPS liaison for management, analyze feedback, and drive improvements across the location.

Strong leadership and communication are essential for coaching staff and maintaining service standards. The role emphasizes first-contact resolution, customer satisfaction, and adherence to corporate policies, with