Customer Service Associate

Hertz; San Jose (CA); On-site; USD 24,796 - 34,440; Full time

Benefits offered by this job

Medical, Dental & Vision

401(k) employer matching

Paid time off

Employee discounts

Job summary

Hertz in San Jose, CA is seeking a Customer Service Associate to greet customers, manage the rental and return processes, and deliver world-class service with a friendly, professional demeanor.

You will assist customers at the counter, answer phones, present optional products, and ensure accurate rates and charges. The role requires teamwork, attentiveness, and the ability to work in a fast-paced environment while maintaining high customer satisfaction.

Qualifications

• Passion for customer service and attention to detail.
• Self-motivated to achieve and exceed goals.
• Strong computer proficiency including typing and multi-system navigation.
• Proficiency in English.
• Good communication skills.
• Ability to work in a fast-paced environment.
• Excellent organizational and time management skills.
• Professionalism and teamwork.
• 100% customer focus in a customer-facing environment.

Responsibilities

• Provide world-class customer service by managing the rental and return process.
• Welcome each customer with a smile.
• Represent Hertz professionally in appearance and behavior.
• Ensure a clean and safe vehicle for every customer.
• Own and resolve customer service issues promptly.
• Assist and coordinate customers to minimize wait times.
• Explain rental parameters and charges to customers.
• Answer phones and assist customers in a friendly, helpful manner.

Skills

Customer service

Attention to detail

Self-motivation

Typing

English proficiency

Communication skills

Multitasking

Organization

Teamwork

Customer focus

Job description

As a Customer Service Associate, you will be interacting with our customers to provide world-class service to rental car 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 $22.00 + 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.
• 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.
• Provide customers 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 a friendly, 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