Customer Service Associate

About the Role

As a Customer Service Associate, you will be interacting with customers to provide world-class service by offering helpful, courteous, and quality assistance. This includes flexing into various customer service roles such as providing attentive, courteous, and expeditious service as customers return vehicles, greeting customers, responding to inquiries regarding vehicles, and providing directions. You will also assist customers at the counter to process rentals and ensure a seamless experience for those exiting the rental car center.

Key Responsibilities

• Provide world-class customer service by managing the rental (and occasionally return) process, in compliance with Hertz’s policies and procedures.
• Welcome each customer with a smile.
• Proudly represent Hertz with your professional appearance, language, and behavior.
• Focus on providing a clean and safe vehicle to every customer, every time.
• Take ownership of each customer’s service experience by immediately owning and resolving issues.
• Be proud of our brand and the role you play in our success.
• Play an active role in our environment of teamwork and collaboration, understanding your role's contribution.
• Utilize company-approved sales and service techniques to determine customer wants and needs.
• Offer optional products to meet customer wants and needs.
• Prepare all rental and return documents accurately and completely.
• Qualify each customer using company rental requirement guidelines.
• Provide customers assistance with directions, maps, local area information, and appropriate service information.
• Review rental parameters with all customers to ensure a complete understanding of rates and service charges.
• Ensure that the return date and time on the rental agreement is accurate.
• Review all charges at the time of vehicle return.
• Prepare the Rental Agreement Folder with all required information.
• Answer phones to assist customers in a friendly, helpful, and prompt manner.
• Assist customers by effectively resolving all customer service issues.
• Assist and coordinate customers within the queue to minimize wait times and promote efficient service methods.

Requirements & Tech Stack

• Passion for customer service and attention to detail – Goes the extra mile.
• Self-motivated to achieve and exceed targeted goals.
• Strong computer proficiency, including typing skills and the ability to navigate through multiple computer systems.
• Ability to multi-task on these systems while engaging with the customer in person and/or over the phone.
• Proficiency in English.
• Good communication skills both written and oral. Communicate in English clearly and proficiently.
• Ability to work in a fast-paced environment with a variety of tasks.
• Excellent organizational and time management skills.
• Demonstrate professionalism and interpersonal skills.
• Proven experience of working well within a team.
• 100% customer focus, with proven experience within a customer-facing environment.

Additional Requirements

• Work flexible shifts including weekends and holidays; and work overtime as required.
• Work outdoors during all weather conditions.
• Stand for long periods of time.

Compensation & Benefits

• Hourly Rate: $21.00 + Commission.
• On Target Earning potential starting at 2%, includes monthly bonus plans.
• Bonus Plans: Eligible, Up to 12%.
• Benefits:
• Medical, Dental & Vision plan options.
• Life Insurance: Hertz-paid Basic Life Insurance provides coverage equal to one-times your base annual pay, at no cost to you.
• Retirement programs, including 401(k) employer matching: Hertz matches contributions dollar for dollar on the first 3% and 50 cents per dollar on the next 2%.
• Paid Parental Leave & Adoption Assistance.
• Employee Assistance Program for employees & family.
• Educational Reimbursement & Discounts.
• Voluntary Insurance Programs - Pet, Legal/Identity Theft, Critical Illness.
• Perks & Discounts – Theme Park Tickets, Gym Discounts & more.