Guest Experience Specialist - NPS Leader & Service Expert

Hertz; Midland (TX); On-site; USD 16,000 - 23,000; Full time

Benefits offered by this job

Discounts on Hertz rentals

Medical, Dental & Vision plans

401(k) employer matching

Parental Leave & Adoption Assistance

Employee Assistance Program

Educational Reimbursement

Voluntary Insurance Programs

Theme Park Tickets & Gym Discounts

Job summary

Hertz is seeking a Customer Service Associate in Midland, TX to provide exceptional service and resolve guest needs at the counter. You will lead efforts to improve the customer interaction experience and support management with NPS initiatives.

The role focuses on first-contact resolution, coaching team members, and upholding corporate policies to ensure high satisfaction and loyalty across all guests.

Qualifications

• 3+ years of demonstrated customer service experience, with operations and sales exposure.
• Rental car experience a plus.
• Excellent customer service skills.
• Excellent oral and written communication skills.
• Excellent relationship-building and leadership abilities.
• Strong problem-solving and decision-making skills.

Responsibilities

• Provide customer service that goes above and beyond to drive satisfaction and retention.
• Resolve issues at the counter and act as the first contact resolution point.
• Serve as the primary Net Promoter Score (NPS) liaison to management and report on performance actions.
• Analyze NPS results to identify causes and implement improvement plans for guest satisfaction.
• Guide and coach staff to understand customer needs and deliver best-in-class service.
• Ensure all corporate policies and procedures are followed by staff.

Skills

Customer service

Operations experience

Sales experience

Rental car experience

Communication skills

Leadership skills

Problem-solving

Job description

Hertz is seeking a Customer Service Associate in Midland, TX to provide exceptional service and resolve guest needs at the counter. You will lead efforts to improve the customer interaction experience and support management with NPS initiatives.

The role focuses on first-contact resolution, coaching team members, and upholding corporate policies to ensure high satisfaction and loyalty across all guests.