Customer Experience Associate

Hertz•San Antonio, TX

About The Position

The Customer Experience Associate interacts with Hertz customers to provide helpful, courteous, and quality service. The role flexes across customer-service duties, including greeting customers, responding to questions about vehicles, providing directions and local information, processing rentals at the counter, assisting with vehicle returns, and helping customers exit the rental car center smoothly. Associates use company-approved sales and service techniques to understand customer needs and offer optional products. They prepare and review rental and return documentation, explain rates and service charges, qualify customers under rental guidelines, and help resolve service issues. The position requires a professional, customer-focused approach in a fast-paced environment, with flexible shifts that include weekends and holidays and work outdoors in all weather conditions. The hourly rate is $16.50 plus commission. The posting describes on-target earnings starting at 2% and monthly bonus plans of up to 12%. Benefits include medical, dental, and vision plan options; basic life insurance; retirement programs with 401(k) employer matching; paid parental leave and adoption assistance; an employee assistance program; educational reimbursement and discounts; voluntary insurance programs; and various perks and discounts.

Requirements

Passion for customer service and attention to detail, with a willingness to go the extra mile.
Self-motivation to achieve and exceed targeted goals.
Strong computer proficiency, including typing and navigating multiple computer systems while assisting customers in person or by phone.
Proficiency in English and clear written and oral communication in English.
Ability to work in a fast-paced environment with varied tasks.
Excellent organizational and time-management skills.
Professionalism and interpersonal skills.
Demonstrated ability to work well within a team.
Proven customer-facing experience with a strong customer focus.
Ability to work flexible shifts, including weekends and holidays, and overtime as required.
Ability to work outdoors in all weather conditions.
Ability to stand for long periods of time.

Nice To Haves

Fluency in languages in addition to English.

Responsibilities

Provide customer service while managing rental and occasional return processes in accordance with Hertz policies and procedures.
Welcome customers and represent Hertz professionally through appearance, language, and behavior.
Help ensure each customer receives a clean and safe vehicle.
Take ownership of customer service issues and resolve them promptly.
Contribute to teamwork and collaboration and support the success of the brand.
Use approved sales and service techniques to determine customer needs and offer optional products.
Prepare rental and return documents accurately and completely, including the rental agreement folder.
Qualify customers using company rental requirements and review rental parameters, rates, and service charges.
Provide directions, maps, local-area information, and appropriate service information.
Ensure rental agreement return dates and times are accurate and review charges when vehicles are returned.
Answer customer calls in a friendly, helpful, and prompt manner.
Resolve customer service issues effectively.
Coordinate customers in the queue to minimize wait times and promote efficient service.