Customer Service Representative

5 days ago

South Burlington, Vermont, United States Enterprise Holdings Full time
Customer Service Representative Job Description

Overview:

The Customer Service Representative will provide exceptional customer service by assisting both internal and external customers, primarily face-to-face, supporting their branch and rental needs. This role requires gaining knowledge through local training and hands-on experience to provide administrative support, service customers, and act as a rental backup in a non-airport branch location.

Responsibilities:

  • Greet all customers using prescribed dialogue as they arrive on the lot.
  • Remind customers to check for personal belongings and identify any items found in the vehicle with a unit number, date, and time, and turn them into lost and found.
  • Advise and review rental charges and provide an accurate receipt to the customer.
  • Provide information in a professional and courteous manner regarding transportation to the airport terminal and thank customers using prescribed dialogue.
  • Inquire about service, satisfaction, and document dissatisfaction.
  • Discreetly check vehicles for damage on incoming vehicles and direct customers to the counter for completion of damage/loss reports.
  • Use proper statements to determine if vehicles are being returned with a full tank of gas.
  • Complete a service alert for any mechanical and/or body damage communicated by customers.
  • Identify vehicles on system hold for turnback, time, or mileage, recall, or any other special lock and verify their movement to the proper lot location.
  • Identify and tag vehicles flagged for grounding or preventative maintenance and verify their movement to the proper lot location.
  • Keep the lot organized for ease of access and traffic flow.
  • Understand the CDW/Emerald Aisle/Choice process, knowledge of rental/return documents, fuel services, days/extra hours/surcharges, and optional coverages.
  • Understand the damage loss report reporting procedure.

Qualifications:

  • Must be at least 18 years old.
  • Must have two years of college experience or at least two years of customer service experience.
  • The ability to operate a motor vehicle is an essential function of this position. Applicants must have a valid, unrestricted driver's license.
  • Must be authorized to work in the U.S. and not require sponsorship now or in the future.
  • Must be living within a reasonable commute of no more than 1 hour to the location(s) listed above within 30 days of anticipated start date.
  • Aside from religious observations, must be available to work a maximum of 40 hours per week, including nights and weekends.

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