Customer Service Associate

Hertz-1; Newport Beach (CA); On-site; USD 52,349,000 - 71,635,000; Full time

Benefits offered by this job

Health insurance

401(k) employer matching

Paid parental leave

Educational reimbursement

Employee discounts

Job summary

The Hertz Corporation is seeking a Customer Service Associate in Newport Beach, CA. You will consult with customers on car rentals, actively offering products and services while addressing objections to maximize revenue.

Responsibilities include managing rentals and returns, presenting Hertz options, and ensuring accurate documentation. You’ll work in a team, uphold brand standards, and deliver world-class service daily.

Qualifications

• Genuine passion for customer service and sales.
• Ability to multi-task in a fast-paced environment while assisting customers.
• Strong communication skills, both written and verbal, in English.

Responsibilities

• Provide world-class customer service by managing the rental and return process.
• Welcome customers with a friendly demeanor and maintain a professional appearance.
• Explain Hertz policies, rates and options to customers and resolve issues quickly.
• Qualify customer needs and offer relevant products to meet those needs.
• Prepare rental documents accurately and review charges at return.

Skills

Customer service

Upselling skills

Multi-tasking

English proficiency

Professional appearance

Communication

Team orientation

Attention to detail

Customer-centric

Troubleshooting

Tools

CRM systems

Job description

The Customer Service Associate consults with customers on their car rental. Maximizing revenue opportunities by actively offering products and services and overcoming customer objections. Ensures that the customer receives world-class customer service and sales support.

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.

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%
• Overtime Pay: Eligible (The company pays overtime in accordance with federal, state, and local laws. Per company policy, approval is required prior to the use of overtime).
• Holiday Pay: Eligible (1.5 x regular pay rate for hours worked on a designated holiday, in addition to receiving 8 hours of holiday pay).
• Sick Pay: Granted Up to 48 hours.
• Paid Time Off / Vacation / Paid observed Holidays (Accruals start at .83 Days a Month, 4 Floating Holidays, 9 Paid Observed Holidays).
• Profit Sharing: Eligible

• 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.

About Us

The Hertz Corporation operates the Hertz, Dollar Car Rental, Thrifty Car Rental brands in approximately 9,700 corporate and franchisee locations throughout North America, Europe, The Caribbean, Latin America, Africa, the Middle East, Asia, Australia and New Zealand. The Hertz Corporation is one of the largest worldwide airport general use vehicle rental companies, and the Hertz brand is one of the most recognized in the world.

US EEO STATEMENT

At Hertz, we champion and celebrate a culture of diversity and inclusion. We take affirmative steps to promote employment and advancement opportunities. The endless variety of perspectives, experiences, skills, and talents that our employees invest in their work every day represent a significant part of our culture - and our success and reputation as a company.

Individuals are encouraged to apply for positions because of the characteristics that make them unique.

EOE, including disability/veteran