Casual Instant Return Representative

Hertz-1; Richmond; On-site; CAD 26,000 - 32,000; Full time

Benefits offered by this job

40% off base Hertz rate

Discounted travel & food

Career growth with hands-on learning

Job summary

Hertz is seeking an Instant Return Representative at our airport location. You will serve as a brand ambassador, delivering fast, courteous service during vehicle returns.

You will manage returns, inspect vehicles, and communicate with customers to resolve issues while adhering to company policies. A positive attitude, strong communication, and the ability to upsell are essential. Flexible, team-oriented environment with opportunities for growth.

Qualifications

• Strong oral and written communication skills.
• Ability to build relationships with customers.
• Requires strong multitasking.
• Ability to upsell and overcome customer objections.
• Demonstrates ownership, accountability, and initiative.

Responsibilities

• Manage the vehicle return process per Hertz policies and procedures.
• Resolve customer service concerns professionally and effectively.
• Inspect returning vehicles, document new damage, and complete the required forms.
• Collect damage costs for minor damages per policy and procedures.
• Communicate customer feedback to the team and assist in action planning for improvement.
• Adhere to all company policies and procedures.
• Provide courteous directions and guidance to customers.
• Follow customer service training and resolve issues to leave customers with a positive experience.
• Offer extra assistance such as directions or helping with luggage as appropriate.
• Ensure incident reports are entered and damage costs charged at close of rental.
• Note windshield chips/cracks and charge accordingly at close.
• Provide final invoice and explain all charges clearly.
• Perform other related duties as assigned by management.

Skills

Customer service

Communication

Relationship building

Multitasking

Upselling

Objection handling

Ownership

Job description

Job Description

The casual 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.

Responsibilities

• Providing exemplary customer service by managing the vehicle return process in compliance with Hertz’s policies and procedures.
• Resolving customer service concerns and issues professionally and effectively.
• Inspecting the returning vehicle, recording any new damage, and completing the required documentation.
• Collecting damage costs for minor damages as outlined by company policy and procedures.
• Driving continuous improvement by communicating customer feedback to team and engaging in action planning to improve operational performance and customer satisfaction.
• Adhering to all company policies and procedures.
• Providing directions in a courteous and expeditious manner.
• Following guidelines of the customer service training provided to employees and successfully resolving customer issues, leaving customer with a positive experience.
• Offering extra service as appropriate, such as general directions, assisting with luggage and responding to other customer requests as appropriate.
• Ensuring accident/incident report is entered into the system and where appropriate any costs for damage is charged to customer when closing rental.
• Paying extra attention to windshield chip/crack and if detected charge customer when closing rental.
• Providing customer with final invoice and explaining all charges in a courteous manner.
• Performing any other related duties as assigned by management.

Qualifications

Strong oral and written communication skills. Must have the ability to build relationships with customers. This position requires strong multitasking. The ability to upsell and overcome customer objections. Display a high level of ownership, accountability, and initiative. All employment is contingent on the successful completion of a background screen.

Benefits and Perks

Not only do you get to be part of an organization where you Drive your Potential, Power your Passion!! Below are a few perks and discounts:

• Up to 40% off of the base rate of any standard Hertz Rental.
• Discounted Travel and Food.
• Career Growth with hands-on learning.

Wage: $19.71 per hour