Customer Service Representative | Rental & Leasing | Hertz
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Key skills for this role
About the Role
The role involves delivering exceptional customer service, processing rental transactions, upselling products, and ensuring compliance with policies while maintaining accurate r.
Key Skills for This Role
Responsibilities
- Greet customers professionally and create a welcoming front office environment.
- Process rental transactions accurately, including check ins, check outs, and returns.
- Upsell additional products and services to maximize revenue.
- Handle customer inquiries, complaints, and service requests efficiently.
- Verify customer credentials and ensure compliance with rental policies.
- Inspect vehicles with customers at pickup and return for damage, cleanliness, and fuel levels.
- Maintain accurate records in the rental management system.
- Ensure timely and accurate invoicing for all rental transactions.
- Collaborate with operations and fleet teams to ensure vehicle availability.
- Support loyalty program enrollment and promote brand offers.
- Maintain a clean and organized front office workspace.
- Monitor and follow up on reservations, no shows, and late returns.
Requirements
- Customer service experience
- Sales or upselling skills
Full Job Posting
Job Overview
- The Customer Service Representative (CSR) plays a vital role in delivering exceptional service at the front office, ensuring seamless rental transactions from pickup to return.
- As the company's face, the CSR is responsible for greeting customers professionally, processing rental transactions, handling inquiries, complaints, and service requests efficiently.
- The role is critical in promoting additional products and services to drive sales and maximize revenue, contributing to overall business performance through proactive selling and excellent service.
What You Will Do
- Greet customers professionally and create a welcoming front office environment.
- Process rental transactions accurately, including check ins, check outs, and returns.
- Upsell additional products and services (e.g., insurance, upgrades, GPS, fuel plans) to maximize revenue.
- Handle customer inquiries, complaints, and service requests efficiently and professionally.
- Verify customer credentials and ensure compliance with rental policies and procedures.
- Inspect vehicles with customers at pickup and return for damage, cleanliness, and fuel levels.
- Maintain accurate records in the rental management system.
- Ensure timely and accurate invoicing for all rental transactions and additional charges.
- Collaborate with operations and fleet teams to ensure vehicle availability and timely service.
- Resolve issues quickly to ensure a high level of customer satisfaction.
- Support loyalty program enrollment and promote brand offers and campaigns.
- Maintain a clean and organized front office workspace.
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