Customer Service Instant Return Representative

Hertz; San Diego (CA); On-site; USD 23,000 - 28,000; Full time

Benefits offered by this job

Medical, Dental & Vision

401(k) match

Paid Time Off

Holiday pay

Overtime pay

Profit sharing

Parental leave

Employee discounts

Educational reimbursement

Life insurance

Job summary

Hertz is seeking an Customer Service Instant Return Representative at our airport location. You will provide fast, courteous service as customers return vehicles, ensuring accurate invoicing, and addressing questions with a professional demeanor.

The role requires strong customer service and sales skills in a fast-paced environment, with shifts that may include weekends and holidays. Overtime and benefit programs are highlighted in the official offering.

Qualifications

• Passion for customer service and attention to detail.
• At least 1 year of sales or customer experience in a high-volume or service environment.
• Strong sales and closing skills and ability to engage customers.

Responsibilities

• Provide world-class customer service by managing vehicle returns per Hertz policies.
• Greet customers with a friendly, professional attitude and assist with luggage.
• Provide invoices and explain charges to customers clearly.
• Resolve customer issues using effective service techniques; escalate when needed.
• Inspect vehicles for damage or cleaning needs and document properly.
• Explain final charges by checking fuel level and mileage.
• Secure keys and ensure vehicle until customer leaves; assist as needed.
• Share customer feedback with the team to drive improvements in operations and satisfaction.
• Maintain professional appearance and organization in the workspace.

Skills

Customer service

Sales experience

Communication

English fluency

Basic computer skills

Job description

Job Description

The Customer Service 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.

What You’ll Get

• Hourly Rate is $18.25 + 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

The Key Responsibilities And Accountabilities Are

• Provides world class customer service by managing vehicle returns process, in compliance with Hertz’s policies and procedures
• Personally, welcome all customers with a pleasant greeting and professional attitude at all times, assist with luggage and answer questions in a friendly manner
• Provide the customer with an invoice and a full explanation of their charges
• Resolve customer issues and concerns professionally using effective customer service techniques. When applicable, direct queries to the Team Leader for the issue can be resolved before the customer leaves the location.
• Inspect vehicle and record any new damage or major cleaning requirements and complete required documentation.
• Check fuel level and mileage and clearly explain final charges to the customer
• Secure vehicle keys from the customer and ensure they stay with the vehicle while reminding customers to remove their personal belongings. Offer assistance as needed.
• Drive continuous improvement by communicating customer feedback to team and engaging in action planning to improve operational performance and customer satisfaction
• Maintain appearance appropriate for providing best in class customer service in accordance with established guidelines
• To carry out any other duties requested by the managers/Team Leaders.
• Keep work area organized and free of clutter

Basic Qualifications

• Passion for customer service and attention to detail – Goes the extra mile
• A minimum of one year of sales or customer experience in a high volume or service-oriented environment
• Proven strong sales and closing skills and the ability to friendly, engaging manner
• Basic computer proficiency

Must Be Able To

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

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