Customer Service Return Representative

12 hours ago


Phoenix, Arizona, United States Hertz Full time
Job Description

The Instant Return Representative plays a vital role in the airport team, serving as the brand ambassador by providing exceptional customer experiences.

This team member is responsible for delivering attentive, courteous, and expeditious service to customers as they return their vehicles.

Key Responsibilities:

  1. Provide world-class customer service by managing the vehicle return process in compliance with Hertz's policies and procedures.
  2. Welcoming customers with a pleasant greeting and professional attitude, assist with luggage and answer questions in a friendly manner.
  3. Provide the customer with an invoice and a full explanation of their charges.
  4. Resolve customer issues and concerns professionally using effective customer service techniques.
  5. Inspect the vehicle and record any new damage or major cleaning requirements, completing required documentation.
  6. Check the fuel level and mileage, clearly explaining final charges to the customer.
  7. Secure vehicle keys from the customer and ensure they stay with the vehicle while reminding customers to remove their personal belongings.
  8. Drive continuous improvement by communicating customer feedback to the team and engaging in action planning to improve operational performance and customer satisfaction.
  9. Maintain appearance appropriate for providing best-in-class customer service in accordance with established guidelines.
  10. Perform any other duties requested by managers or Team Leaders.
  11. Keep the work area organized and free of clutter.

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, engaging manner.
  • Basic computer proficiency.

Requirements:

  • Good communication skills, both written and oral, with the ability to communicate in English clearly and proficiently.
  • 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 of working well within a team.
  • 100% customer focus, with proven experience within a customer-facing environment.
  • Work flexible shifts, including weekends and holidays, and work overtime as required.
  • Work outdoors during all weather conditions.
  • Stand for long periods of time.
  • Lift up to 45 pounds.


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