Customer Service Instant Return Representative

An essential member of the airport location team and brand ambassador, providing the fastest, easiest, and most valued experience to customers during vehicle returns.

Pay

Hourly rate of $15.50 plus commission, with on-target earnings potential starting at 2%. Eligible for monthly bonus plans up to 12%.

Benefits

• Up to 40% off the base rate of any standard Hertz rental
• Medical, dental, and vision plan options
• Hertz-paid basic life insurance (coverage equal to one-times your base annual pay)
• 401(k) employer matching: Hertz matches dollar-for-dollar on the first 3% contributed and 50 cents per dollar on the next 2%
• Paid parental leave and adoption assistance
• Employee Assistance Program for employees and family
• Educational reimbursement and discounts
• Voluntary insurance programs (pet, legal/identity theft, critical illness)
• Perks and discounts (theme park tickets, gym discounts, and more)

Responsibilities

• Provide world-class customer service by managing the vehicle returns process in compliance with Hertz’s policies and procedures
• Welcome all customers with a pleasant greeting and professional attitude, assist with luggage, and answer questions in a friendly manner
• Provide customers with an invoice and a full explanation of their charges
• Resolve customer issues and concerns professionally using effective customer service techniques; escalate to Team Leader when necessary
• Inspect vehicles for new damage or major cleaning requirements and complete required documentation
• Check fuel level and mileage, clearly explain final charges to the customer
• Secure vehicle keys from the customer, ensure keys stay with the vehicle, and remind customers to remove personal belongings
• Drive continuous improvement by communicating customer feedback to the team and engaging in action planning to enhance operational performance and customer satisfaction
• Maintain a professional appearance in accordance with established guidelines
• Perform other duties as requested by managers or Team Leaders
• Keep work area organized and free of clutter

Requirements

• Passion for customer service and attention to detail
• Minimum of one year of sales or customer experience in a high-volume or service-oriented environment
• Strong sales and closing skills with a friendly, engaging manner
• Basic computer proficiency
• Good written and oral communication skills; fluency in English required (additional languages a plus)
• 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 experience in a customer-facing environment
• Ability to work flexible shifts, including weekends, holidays, and overtime as required
• Ability to work outdoors in all weather conditions
• Ability to stand for long periods of time
• Ability to lift up to 45 pounds