Guest Experience Leader & NPS Champion

Hertz; Des Moines (IA); On-site; USD 21,000 - 29,000; Full time

Benefits offered by this job

Up to 40% off Hertz rentals

Medical, Dental & Vision

401(k) with employer matching

Paid parental leave & adoption support

Employee assistance program

Educational reimbursement

Voluntary insurance options

Theme park & gym discounts

Job summary

Hertz in Des Moines, IA is seeking a Customer Experience Associate to deliver outstanding customer service at the counter and achieve first contact resolution with hospitality and professionalism.

You will serve as the primary NPS liaison for management, analyze results, and drive actions to improve guest satisfaction while coaching colleagues and ensuring policy adherence. This role requires strong communication and relationship-building skills to support a high-performing team.

Qualifications

• At least 3 years of customer service experience, including operations and sales.
• Rental car knowledge is a plus.
• Excellent oral and written communication skills.
• Strong relationship building and leadership abilities.
• Strong problem-solving and decision-making skills.
• Ability to provide high level of hospitality and professionalism.

Responsibilities

• Provide first contact resolution and exceptional customer interaction at the counter.
• Serve as the primary NPS liaison for management, updating on performance actions.
• Analyze NPS results and implement plans to improve guest satisfaction.
• Guide staff through customer needs with feedback and coaching.
• Ensure adherence to corporate policies and procedures.

Skills

Customer service

Communication skills

Relationship building

Leadership skills

Problem-solving

Decision-making

Job description

Hertz in Des Moines, IA is seeking a Customer Experience Associate to deliver outstanding customer service at the counter and achieve first contact resolution with hospitality and professionalism.

You will serve as the primary NPS liaison for management, analyze results, and drive actions to improve guest satisfaction while coaching colleagues and ensuring policy adherence. This role requires strong communication and relationship-building skills to support a high-performing team.