Guest Experience Lead & NPS Champion

Hertz; Grand Rapids (MI); On-site; USD 23,000 - 26,000; Full time

Benefits offered by this job

Discount on rental

Medical plan

401(k) matching

Parental leave

Employee assistance

Educational reimbursement

Voluntary insurance

Theme park discounts

Job summary

The Hertz Corporation is seeking a Customer Experience Associate in Grand Rapids to deliver service that exceeds expectations at the counter, resolve issues immediately, and uphold a culture of hospitality and professionalism.

The role acts as the primary NPS liaison for management, analyzes feedback, and collaborates with the team to improve guest satisfaction while ensuring compliance with company policies.

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 first contact resolution to customers and ensure a high level of hospitality.
• Serve as the primary Net Promoter Score (NPS) liaison for management and share performance actions.
• Analyze NPS results to determine causes and execute improvement plans to guest satisfaction.
• Guide employees with feedback and coaching to understand customer needs and deliver exceptional service.
• Ensure that all corporate policies and procedures are administered and followed by staff.

Skills

Customer service

Operations experience

Sales experience

Communication skills

Leadership skills

Job description

The Hertz Corporation is seeking a Customer Experience Associate in Grand Rapids to deliver service that exceeds expectations at the counter, resolve issues immediately, and uphold a culture of hospitality and professionalism.

The role acts as the primary NPS liaison for management, analyzes feedback, and collaborates with the team to improve guest satisfaction while ensuring compliance with company policies.