Customer Experience Associate

Hertz; Austin (TX); On-site; USD 23,000 - 28,000; Full time

Benefits offered by this job

Medical, Dental & Vision plans

Life Insurance (Hertz-paid)

401(k) employer matching

Paid Parental Leave & Adoption

Employee discounts

Job summary

Hertz is seeking a Customer Service Associate in Austin, TX to provide world-class service at the counter and across the rental process. You will greet customers, process rentals and returns, answer questions, and help travelers navigate local directions while maintaining Hertz standards.

Ideal candidates are customer-focused, comfortable with multi-tasking in a fast-paced environment, and proficient with computers.

Qualifications

• Experience in customer-facing roles and delivering quality service.
• Ability to multi-task in a fast-paced environment while maintaining accuracy.
• Proficient spoken and written English; strong interpersonal skills.

Responsibilities

• Provide world-class customer service by managing rentals and returns.
• Welcome customers with a friendly demeanor and professional appearance.
• Assist customers with directions and local information as needed.
• Explain rental terms, review charges, and complete rental documents accurately.
• Collaborate with team to ensure efficient service and customer satisfaction.

Skills

Customer service

Multitasking

English proficiency

Communication skills

Teamwork

Tools

CRM systems

Job description

As a Customer Service Associate, you will be interacting with our customers to provide world-class service to Hertz customers by providing helpful, courteous, and quality assistance. This includes flexing into various customer service roles, including providing attentive, courteous, and expeditious service to our customers as they return their vehicles, greeting customers and responding to customers' inquiries regarding vehicles and providing directions as needed. This also includes helping customers who come to the counter to process their rental, and providing a seamless experience to customers who are exiting the rental car center.

What You’ll Get:

• Hourly Rate is $18.50 + Commission. This role provides On Target Earning potential of starting 2%; which includes monthly bonus plans.
• Bonus Plans: Eligible, Up to 12%
• Bonus: Eligible, Up to 12%
• Benefits: Further program information can be found here at HertzBenefits.com. To include, but 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 provides coverage equal to one-times your base annual pay, at no cost to you).
  • Retirement programs, including 401(k) employer matching: Hertz will match your contributions dollar for dollar on the first 3% you contribute and 50 cents per dollar on the next 2% you contribute.
  • Paid Parental Leave & Adoption Assistance.
  • Employee Assistance Program for employees & family.
  • Educational Reimbursement & Discounts.
  • Voluntary Insurance Programs - Pet, Legal/Identity Theft, Critical Illness.
  • Perks & Discounts - Theme Park Tickets, Gym Discounts & more.

Responsibilities:

• Provide world class customer service by managing the rental (and occasionally return) process, in compliance with Hertz's policies and procedures.
• Welcome each customer with a smile.
• Proudly represent Hertz with your professional appearance, language and behavior.
• Focus on providing a clean and safe vehicle, to every customer, every time.
• Take ownership of each customer’s service experience by immediately owning and resolving issues.
• Be proud of our brand and the role you play in our success.
• Play an active role in our environment of teamwork and collaboration; know how your role contributes and do your part.
• Thoroughly enjoy Going for the WOW! Desire to Surprise and Delight.
• Build brand loyalty.
• Utilize company approved sales and service techniques when determining customer wants and needs.
• Offer optional products to meet customer wants and needs.
• Prepare all rental and return documents accurately and completely.
• Qualify each customer using our company rental requirement guidelines.
• Providecustomers assistance with directions, maps, local area information, appropriate service information, etc.
• Review rental parameters with all customers to ensure a complete understanding of our rates and service charges.
• Ensure that the return date and time on the rental agreement is accurate.
• Review all charges at the time of vehicle return.
• Prepare the Rental Agreement Folder with all required information.
• Answer the phones to assist customers in afriendly, helpful and prompt manner.
• Assist customers by effectively resolving all customer service issues.
• Assist and coordinate customers within the queue to minimize any wait time and promote the most efficient service method as required.

Skills:

• Passion for customer service and attention to detail - Goes the extra mile.
• Self-motivated to achieve and exceed targeted goals.
• Strong computer proficiency, including typing skills and the ability to navigate through multiple computer systems. Ability to multi-task on these systems while engaging with the customer in person and/or over the phone.
• Proficiency in English.
• Good communication skills both written and oral. Communicate in English clearly and proficiently. Candidates fluent in other languages are encouraged to apply.
• Work in a fast-paced environment with a variety of tasks.
• 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.

Additional Requirements:

• Work flexible shifts including weekends and holidays; and work overtime as required.
• Work outdoors during all weather conditions.
• Stand for long periods of time.