Customer Service Associate

Responsibilities

• Manage 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.
• Ensure the vehicle provided is clean and safe for every customer.
• Immediately own and resolve issues to provide a positive customer service experience.
• Play an active role in a collaborative team environment.
• Surprise and delight customers to build brand loyalty.
• Utilize company-approved sales and service techniques to determine customer wants and needs.
• Offer optional products to meet customer needs.
• Prepare rental and return documents accurately and completely.
• Qualify each customer using rental requirements guidelines.
• Provide customers with directions, maps, local area information, and appropriate service information.
• Review rental parameters with all customers to ensure a clear understanding of rates and service charges.
• Avoid errors at the time of vehicle return by reviewing all charges.
• Prepare the Rental Agreement Folder with all required information.
• Answer the phones to assist customers in a friendly, helpful, and prompt manner.
• Resolve customer service issues effectively.
• Coordinate customers within the queue to minimize wait times and promote efficient service methods.

Requirements

• Passion for customer service and attention to detail.
• 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, with clear and proficient written and oral communication skills.
• Work flexible shifts including weekends and holidays; and work overtime as required.
• Stand for long periods of time.

Skills

• Possess a strong desire to go the extra mile in customer service.
• Have strong organizational and time management skills.
• Show professionalism and interpersonal skills.
• Have proven experience working well within a team.
• Have a 100% customer focus, with experience in a customer-facing environment.

About Us

The Hertz Corporation operates the Hertz, Dollar Car Rental, Thrifty Car Rental brands in approximately 9,700 corporate and franchisee locations throughout North America, Europe, The Caribbean, Latin America, Africa, the Middle East, Asia, Australia and New Zealand. The Hertz Corporation is one of the largest worldwide airport general use vehicle rental companies, and the Hertz brand is one of the most recognized in the world.

Additional Requirements

Work flexible shifts including weekends and holidays; and work overtime as required.

US EEO Statement

At Hertz, we champion and celebrate a culture of diversity and inclusion. We take affirmative steps to promote employment and advancement opportunities. The endless variety of perspectives, experiences, skills and talents that our employees invest in their work every day represents a significant part of our culture – and our success and reputation as a company. Individuals are encouraged to apply for positions because of the characteristics that make them unique. EOE, including disability/veteran.