Customer Service Associate

Hertz; Ontario (CA); Hybrid; USD 25,000 - 34,000; Full time

Benefits offered by this job

Medical, Dental & Vision plans

401(k) employer matching

Paid parental leave

Employee discounts

Educational reimbursement

Job summary

Hertz in New York seeks a Customer Service Associate to greet customers, manage rental transactions, and actively promote Hertz products and services. You will aim to maximize revenue while delivering world-class service and solutions to customers in a fast-paced environment.

You’ll use approved sales techniques, prepare rental documents, and resolve issues to build lasting brand loyalty. Overtime, holiday, and benefits flow with a strong focus on teamwork and customer satisfaction.

Qualifications

• Previous customer service experience in a retail or service environment.
• Strong communication and problem-solving skills.
• Proficient with multiple computer systems and quick to learn new software.

Responsibilities

• Provide world-class customer service by managing the rental process and adhering to Hertz policies.
• Greet customers with a smile and represent Hertz professionally.
• Utilize approved sales techniques to identify customer needs and offer optional products.
• Ensure a clean and safe vehicle at every rental.
• Prepare rental documents accurately and review charges at return.
• Answer phones promptly and assist customers with efficiency and courtesy.
• Resolve issues and coordinate with customers to minimize wait times and enhance service.

Skills

Customer service

Sales-oriented

Typing speed and computer proficiency

English proficiency

Teamwork and collaboration

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.

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
    

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.
• Utilize company approved sales and service techniques when determining customer wants and needs.
• Offer optional products to meet customer wants and needs.
• 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.
• 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

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