Guest Experience Specialist - Elevate Service & NPS

Hertz; Springfield (MO); On-site; USD 19,000 - 27,000; Full time

Benefits offered by this job

40% off Hertz rentals

Medical, Dental & Vision plans

401(k) employer matching

Paid Parental Leave

Educational Reimbursement

Pet, Legal/Identity Theft insurance

Theme Park Tickets discounts

Job summary

Hertz in Springfield, MO is seeking a Customer Experience Associate to deliver service that drives satisfaction and loyalty. You will resolve issues at the counter, empower teammates, and act as the primary Net Promoter Score liaison for the location.

You will analyze NPS results, coach staff on customer needs, and ensure adherence to corporate policies while maintaining hospitality and professionalism.

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

• Provides exceptional customer service and handles first contact resolution at the counter.
• Acts as the primary Net Promoter Score (NPS) liaison for the management team and communicates on performance actions and decisions.
• Analyzes NPS results to determine causes and executes plans to improve guest satisfaction.
• Ensures adherence to corporate policies and procedures by all staff.

Skills

Customer service experience

Operations experience

Sales experience

Job description

Hertz in Springfield, MO is seeking a Customer Experience Associate to deliver service that drives satisfaction and loyalty. You will resolve issues at the counter, empower teammates, and act as the primary Net Promoter Score liaison for the location.

You will analyze NPS results, coach staff on customer needs, and ensure adherence to corporate policies while maintaining hospitality and professionalism.