Customer Service Associate

About the role

As a Rental Counter Customer Service Associate you will consult with customers on their car rental, maximize revenue opportunities by actively offering products and services, and overcome customer objections. You will ensure customers receive world‑class service and sales support.

Responsibilities

• Provide world‑class customer service by managing the rental (and occasionally return) process in compliance with Hertz policies and procedures.
• Utilize company‑approved sales and service techniques to determine customer wants and needs.
• Offer optional products to meet customer wants and needs.
• Welcome each customer with a smile and represent Hertz with professional appearance, language, and behavior.
• Take ownership of each customer’s service experience by immediately resolving issues.
• Contribute to brand loyalty and the “WOW” experience by surprising and delighting customers.
• Prepare all rental and return documents accurately and completely.
• Qualify each customer using Hertz rental requirement guidelines.
• Assist customers with directions, maps, local area information, and appropriate service details.
• Review rental parameters with customers to ensure understanding of rates and service charges.
• Ensure the return date and time on the rental agreement is accurate.
• Review all charges at vehicle return.
• Prepare the Rental Agreement Folder with all required information.
• Answer phones to assist customers in a friendly, helpful, and prompt manner.
• Effectively resolve all customer service issues.
• Assist and coordinate customers within the queue to minimize wait time and promote efficient service.

Qualifications

• 1+ years of sales experience.

Skills

• 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 multiple systems.
• Ability to multitask on these systems while engaging with customers in person or over the phone.
• Proficiency in English with clear written and oral communication.
• Ability to work in a fast‑paced environment with a variety of tasks.
• Excellent organizational and time‑management skills.
• Professionalism and strong interpersonal skills.
• Proven experience working well within a team.
• 100% customer focus with proven experience in a customer‑facing environment.
• Candidates fluent in additional languages are encouraged to apply.

Benefits

• Up to 40% off the base rate of any standard Hertz rental.
• Medical, Dental & Vision plan options.
• Hertz‑paid Basic Life Insurance covering one‑times your base annual pay at no cost.
• 401(k) retirement program with employer matching: dollar for dollar on the first 3% contributed and 50¢ per dollar on the next 2%.
• Paid Parental Leave & Adoption Assistance.
• Employee Assistance Program for employees & family.
• Educational reimbursement and discounts.
• Voluntary insurance programs – pet, legal/identity theft, critical illness.
• Perks & discounts – theme park tickets, gym discounts, and more.

Pay

Hourly rate $17.00 plus commission. Median incentive is approximately $1,101 per month, varying based on job performance. On‑Target Earnings include a starting 2% bonus, with additional bonus plans eligible up to 12%.

Schedule

• Flexible shifts, including weekends and holidays.
• Overtime as required.
• Work outdoors in all weather conditions.
• Standing for long periods of time.