Guest Experience & NPS Specialist

Hertz; Saint Paul (MN); On-site; USD 24,796 - 30,307; Full time

Benefits offered by this job

Rental discounts

Medical/Dental/Vision

401(k) matching

Parental Leave

Employee assistance

Education reimbursement

Discounts

Job summary

Hertz is seeking a Customer Experience Associate to deliver exceptional service and drive customer satisfaction at the counter. The role focuses on first contact resolution, staff empowerment, and maintaining a culture of hospitality and professionalism.

The position involves acting as the internal NPS liaison, analyzing results, and communicating actions to management to improve guest experiences. Strong communication and leadership skills are essential for coaching team members and ensuring

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 and handle customer interactions at the counter with hospitality.
• Serve as the primary Net Promoter Score (NPS) liaison for management and communicate performance actions.
• Analyze NPS results to identify causes and implement improvements for guest satisfaction.
• Guide and coach staff to understand customer needs and improve service quality.
• Ensure adherence to all corporate policies and procedures.

Skills

Customer service

Communication skills

Relationship building

Leadership

Problem-solving

Sales experience

Job description

Hertz is seeking a Customer Experience Associate to deliver exceptional service and drive customer satisfaction at the counter. The role focuses on first contact resolution, staff empowerment, and maintaining a culture of hospitality and professionalism.

The position involves acting as the internal NPS liaison, analyzing results, and communicating actions to management to improve guest experiences. Strong communication and leadership skills are essential for coaching team members and ensuring