Guest Experience Lead & NPS Advocate

Hertz; Madison (WI); On-site; USD 21,000 - 29,000; Full time

Benefits offered by this job

Rental discount

Medical/Dental/Vision

401(k) matching

Parental leave

Employee assistance

Educational reimbursement

Voluntary insurance

Theme park & gym discounts

Job summary

Hertz is hiring a Customer Service Associate in Madison, WI to provide exceptional service at the counter and resolve issues with professionalism. You will act as the primary NPS liaison, communicating actions and improving guest satisfaction through analysis of feedback.

The role requires strong communication, leadership, and problem-solving skills, with a focus on following corporate policies and delivering above-and-beyond service to customers and employees alike.

Qualifications

• 3+ years of demonstrated experience in customer service, with experience in operations and sales.
• Rental car experience a plus.
• Excellent oral and written communication skills; strong relationship-building and leadership abilities.

Responsibilities

• Provide customer service that resolves issues at the counter and ensures high hospitality standards.
• Serve as the primary Net Promoter Score (NPS) liaison for management and communicate performance actions.
• Analyze NPS results and implement plans to improve guest satisfaction.
• Ensure corporate policies and procedures are understood and followed by staff.

Skills

Customer service

Operations experience

Sales experience

Communication skills

Leadership

Problem-solving

Job description

Hertz is hiring a Customer Service Associate in Madison, WI to provide exceptional service at the counter and resolve issues with professionalism. You will act as the primary NPS liaison, communicating actions and improving guest satisfaction through analysis of feedback.

The role requires strong communication, leadership, and problem-solving skills, with a focus on following corporate policies and delivering above-and-beyond service to customers and employees alike.