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Customer Service Representative
2 months ago
The Call Center Representative is responsible for providing exceptional customer service to clients/drivers by answering calls and recording interviews into the computer or directing callers to appropriate departments.
Key Responsibilities- Answer calls in a professional manner and direct non-rental or claim calls to the appropriate department or person.
- Talk with clients/drivers by phone to assist with obtaining a rental vehicle, reporting an accident or glass claim, and receiving roadside assistance.
- Back up operator calls and obtain required information from callers, accurately inputting it into the computer system.
- Locate nearest rental agency or body shop and provide clients/drivers with necessary information.
- Deal with outside vendor problems/questions as necessary.
- Contact tow/glass to arrange for tows or glass repair and warm transfer callers.
- Communicate with clients to receive approval for rental upgrades, drop fees, or other requests outside of client parameters.
- Assist clients/drivers with questions or problems relating to their car rental or claim.
- Back up all fax/email claims submitted.
- Communicate with contacts in a highly professional and courteous manner at all times.
- Assist other departments as necessary with projects.
- Send loss notices on non-drivable vehicles.
- Handle notifications on serious injuries/fatalities as needed based on client parameters.
- Send assignments to body shops for non-drivable vehicles when necessary.
- Contact rental car companies to arrange for a rental car and confirm reservations if In-house Enterprise Representatives are not available or it's after 4:50pm.
- Ensure proper transferring of phone lines.
- Make sure the office is closed down properly prior to locking up.
- 1+ year experience in an office, customer service, or call center environment.
- Excellent verbal and written communication skills.
- Excellent organizational skills and attention to detail.
- Proficient with Microsoft Office Suite or similar software.
- HS Diploma Required.
- Must be 18+ years of age.
- Prolonged periods sitting at a desk and working on a computer.
