Guest Experience Lead & NPS Champion

Hertz Global Holdings, Inc.; Kansas City (MO); On-site; USD 20,000 - 28,000; Full time

Benefits offered by this job

40% off base Hertz rental rate

Medical, dental & vision plans

401(k) with employer matching

Paid parental leave & adoption support

Employee assistance program

Educational reimbursement & discounts

Voluntary insurance programs

Theme park & gym discounts

Job summary

Hertz Global Holdings, Inc. is seeking a Customer Service Associate to provide exceptional service, resolve issues at the counter, and enhance guest satisfaction.

You will act as the primary NPS liaison for the location and help translate feedback into improvements while maintaining compliance with corporate policies. The role emphasizes coaching staff, delivering professional hospitality, and driving customer loyalty in a fast-paced rental environment.

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.
• Excellent relationship building and leadership skills.
• Excellent problem-solving and decision-making skills

Responsibilities

• Handle first contact resolution and the customer interaction experience at the counter.
• Serve as the primary Net Promoter Score liaison for management, communicating performance actions and decisions.
• Analyze NPS results to identify causes and implement plans to improve guest satisfaction.
• Coach staff and provide feedback to ensure policy compliance and superior service.

Skills

Customer service

Communication

Problem solving

Relationship building

Leadership

Job description

Hertz Global Holdings, Inc. is seeking a Customer Service Associate to provide exceptional service, resolve issues at the counter, and enhance guest satisfaction.

You will act as the primary NPS liaison for the location and help translate feedback into improvements while maintaining compliance with corporate policies. The role emphasizes coaching staff, delivering professional hospitality, and driving customer loyalty in a fast-paced rental environment.