Guest Experience Lead: NPS & Service Excellence

Hertz; Des Moines (IA); On-site; USD 20,000 - 29,000; Full time

Benefits offered by this job

Medical/Dental/Vision

401(k) matching

Parental Leave

Employee Assistance Program

Education Reimbursement

Voluntary Insurance

Theme Park & Gym Discounts

Job summary

Hertz is seeking a Customer Experience Associate in Des Moines to deliver outstanding service and drive guest satisfaction. You will be the first contact point at the counter, resolving issues with high hospitality and professionalism, while supporting the store's NPS goals.

You will analyze NPS results, communicate findings to management, and coach staff to better meet customer needs. Rental car experience is a plus, with a focus on teamwork and leadership.

Qualifications

• 3+ years of customer service experience with operations and sales.
• Rental car experience is a plus.
• Excellent customer service and communication skills.
• Strong relationship-building and leadership abilities.

Responsibilities

• Handle first contact resolution and counter service with hospitality and professionalism.
• Serve as primary NPS liaison, communicating actions and plans to improve guest satisfaction.
• Analyze NPS results to identify causes and implement improvement plans.
• Provide guidance, feedback, and coaching to staff to meet customer needs and policies.

Skills

Customer service

Operations experience

Sales experience

Communication skills

Leadership

Job description

Hertz is seeking a Customer Experience Associate in Des Moines to deliver outstanding service and drive guest satisfaction. You will be the first contact point at the counter, resolving issues with high hospitality and professionalism, while supporting the store's NPS goals.

You will analyze NPS results, communicate findings to management, and coach staff to better meet customer needs. Rental car experience is a plus, with a focus on teamwork and leadership.