Customer Service Instant Return Representative

Position Overview

The Customer Service Instant Return Representative is an essential member of the airport location team and is the brand ambassador by providing the fastest, easiest, and most valued experience to our customers. This team member is responsible for providing attentive, courteous, and expeditious service to our customers as they return their vehicles.

Key Responsibilities:

• Provides world class customer service by managing vehicle returns process, in compliance with Hertz's policies and procedures
• Personally welcomes all customers with a pleasant greeting and professional attitude at all times, assists with luggage, and answers questions in a friendly manner
• Provides the customer with an invoice and a full explanation of their charges
• Resolves customer issues and concerns professionally using effective customer service techniques and, when applicable, escalates queries to the Team Leader
• Inspects vehicles, records any new damage or major cleaning requirements, and completes required documentation
• Checks fuel level and mileage, and clearly explains final charges to the customer
• Secures vehicle keys from the customer and ensures they remain with the vehicle while reminding customers to remove their personal belongings, offering assistance as needed
• Drives continuous improvement by communicating customer feedback to the team and engaging in action planning to boost operational performance and customer satisfaction
• Maintains an appearance appropriate for providing best in class customer service in accordance with established guidelines
• Carries out any other duties as requested by managers/Team Leaders
• Keeps the work area organized and free of clutter

Required Qualifications:

• Passion for customer service and attention to detail – goes the extra mile
• 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 engage customers in a friendly manner
• Basic computer proficiency
• Good communication skills, both written and oral. Must communicate clearly and proficiently in English; 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
• Demonstrated professionalism and strong interpersonal skills
• Proven experience working well within a team
• 100% customer focus with proven experience in a customer facing environment
• Flexibility to work shifts including weekends, holidays, and overtime as required
• Ability to work outdoors during all weather conditions
• Must be able to stand for long periods of time
• Ability to lift up to 45 pounds

Benefits & Perks

• Salary: Hourly Rate is $13.75 + Commission. This role provides On Target Earning potential starting at 2%, which includes monthly bonus plans.
• Bonus Plans: Eligible, Up to 12%
• Bonus: Eligible, Up to 12%
• Overtime Pay: Eligible (The company pays overtime in accordance with federal, state, and local laws. Approval is required prior to overtime use)
• Holiday Pay: Eligible (1.5 x regular pay rate for hours worked on a designated holiday, plus 8 hours of holiday pay)
• Sick Pay: Granted up to 48 hours
• Paid Time Off/Vacation/Paid Observed Holidays (Accruals start at 0.83 days per month, including 4 Floating Holidays and 9 Paid Observed Holidays)
• Profit Sharing: Eligible
• Benefits: Further program information can be found at HertzBenefits.com. Includes, but is not limited to:
• • Up to 40% off the base rate of any standard Hertz Rental
  • Medical, Dental & Vision plan options
  • Life Insurance: Hertz-paid Basic Life Insurance providing coverage equal to one-times your base annual pay at no cost
  • Retirement programs, including 401(k) with employer matching (dollar-for-dollar match on the first 3% and 50 cents per dollar on the next 2%)
  • Paid Parental Leave & Adoption Assistance
  • Employee Assistance Program for employees and their family
  • Educational Reimbursement & Discounts
  • Voluntary Insurance Programs – including Pet, Legal/Identity Theft, and Critical Illness
  • Perks & Discounts – Theme Park Tickets, Gym Discounts, and more