Customer Service Representative

4 weeks ago

San Diego, California, United States Hertz Full time
Job Title: Customer Service Instant Return Representative

The Instant Return Representative is a key member of the airport location team, serving as the brand ambassador by delivering exceptional customer experiences. This role is responsible for providing attentive, courteous, and expeditious service to customers as they return their vehicles.

Key Responsibilities:
  • Deliver world-class customer service by managing the vehicle return process in compliance with Hertz's policies and procedures.
  • Welcome 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 clear explanation of their charges.
  • Resolve customer issues and concerns professionally using effective customer service techniques, and direct queries to the Team Leader when necessary.
  • Inspect vehicles, record any new damage or major cleaning requirements, and complete required documentation.
  • Check fuel levels and mileage, and clearly explain final charges to customers.
  • Secure vehicle keys from customers, ensure they stay with the vehicle, and remind them to remove personal belongings. Offer assistance as needed.
  • 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 the work area organized and clutter-free.
Basic Qualifications:
  • Passion for customer service and attention to detail.
  • A minimum of one year of sales or customer experience in a high-volume or service-oriented environment.
  • Proven strong sales and closing skills, with the ability to communicate in a friendly and engaging manner.
  • Basic computer proficiency.
Requirements:
  • Good communication skills, both written and oral, with the ability to communicate in English clearly and proficiently. Candidates fluent in other languages are encouraged to apply.
  • Ability to work in a fast-paced environment with a variety of tasks, demonstrating excellent organizational and time management skills.
  • Demonstrate professionalism and interpersonal skills.
  • Proven experience working well within a team.
  • 100% customer focus, with proven experience in a customer-facing environment.
  • Ability to work flexible shifts, including weekends and holidays, and work 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.

The Hertz Corporation operates the Hertz, Dollar Car Rental, Thrifty Car Rental brands in approximately 9,700 corporate and franchisee locations worldwide. As a leading airport general use vehicle rental company, Hertz is committed to delivering exceptional customer experiences and promoting a culture of diversity and inclusion.

At Hertz, we champion and celebrate a culture of diversity and inclusion. We take affirmative steps to promote employment and advancement opportunities. Individuals are encouraged to apply for positions because of the characteristics that make them unique.

EOE, including disability/veteran

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