Customer Service Representative

Hertz Australia; Rockhampton Regional; On-site; AUD 45,000 - 65,000; Full time

Job summary

Hertz Australia is seeking a Customer Vehicle Representative in Rockhampton to deliver world-class service at the counter, greeting customers and processing rental and return transactions efficiently. You will ensure vehicles are clean and ready for pickup and manage the presentation of each vehicle.

The role includes upselling insurance, GPS, and Wi-Fi, verifying vehicle features on return, fueling as needed, and assisting customers with directions and luggage.

Qualifications

• Experience in customer-facing roles.
• Ability to upsell optional products and services.
• Strong communication and problem solving under pressure.

Responsibilities

• Manage rental and return processes, including renter screening and contracts; upsell ancillary products.
• Enforce company policies to protect assets and ensure WHS compliance.
• Relay customer feedback to supervisors to drive service improvements and pricing.
• Prepare vehicles for pickup; ensure interior/exterior are clean and features work.
• Move vehicles between locations as needed for operations.
• Fuel vehicles and check fluid levels before customer pickup/after return.
• Assist customers with directions and luggage; respond to inquiries as required.
• Perform additional duties as assigned by supervisors.

Skills

Customer service

Communication

Job description

Job Description

CUSTOMER VEHICLE REPRESENTATIVE

REPORTING TO Location Manager OR Airport Manager OR Location Supervisor OR CSS

JOB PURPOSE

The primary purpose the Customer Vehicle Representative is to provide world class customer service to Hertz customers. This includes greeting and engaging customers, completing rental and return transactions expeditiously.

This position also attends to vehicle presentation and ensures that all vehicles are clean and ready for customer pick up.

KEY RESULT AREAS (major accountabilities – what is done and for what purpose)

1. Ensures a positive customer experience by effective management of rental and return process to include qualifying the renter and completing contracts. Offer up sells and ancillary products i.e. insurance, GPS, Wi fi.
2. Protects company assets through enforcement of company policies and procedures.
3. Communicates to Manager/Counter Service Manager/Counter Service Supervisor all relevant customer feedback to facilitate on-going improvements in our service and prices to drive continuous improvement within operations.
4. Responsible for vehicle preparation to ensure vehicle is ready for customer pick-up. Ensure interior of vehicle is clean. (windows, door jams, trunk, vacuum, etc), clean the exterior of vehicle. (debug and wash). Ensure car “hanger” and wheel covers are placed in vehicles.
5. Ferry vehicles to requested area/lot as needed
6. Ensure all features of the vehicles are operational when returned by renting customer.
7. Offer extra service as required, directions, assisting with luggage and responding to customer queries
8. Fill fuel tank and check fill levels of all fluids.
9. Perform related tasks as directed by managers Follows all Company WHS procedures and policies and carries out tasks in line with these procedures
10. Ad hoc duties as requested by the manager/supervisor