Customer Experience Associate

Hertz•San Antonio, TX

About The Position

The Customer Experience Associate provides helpful, courteous, and high-quality service to Hertz customers. The role flexes across customer service functions, including assisting customers as they return vehicles, greeting customers, answering vehicle-related questions, providing directions, processing rentals at the counter, and helping customers exit the rental car center. Associates manage rental and occasional return processes in accordance with company policies and procedures, help ensure customers receive clean and safe vehicles, and work to make the experience seamless. The position also involves resolving customer issues, explaining rental terms and charges, offering optional products, and supporting efficient service and queue management. The role offers an hourly rate of $16.50 plus commission, with on-target earning potential starting at 2% and monthly bonus plans. Bonus-plan eligibility is up to 12%. The posting also lists benefits including medical, dental, and vision plan options; 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. Hertz describes itself as operating the Hertz, Dollar Car Rental, and Thrifty Car Rental brands across approximately 9,700 corporate and franchise locations worldwide. The company states that it champions diversity and inclusion and takes affirmative steps to promote employment and advancement opportunities.

Requirements

Passion for customer service and attention to detail.
Self-motivation to achieve and exceed targeted goals.
Strong computer proficiency, including typing and navigating multiple systems while multitasking and engaging with 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 a variety of tasks.
Excellent organizational and time-management skills.
Professionalism and interpersonal skills.
Proven ability to work well within a team.
A strong customer focus and proven experience in a customer-facing environment.
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; candidates fluent in other languages are encouraged to apply.

Responsibilities

Provide customer service while managing rental and occasional return processes in compliance with Hertz policies and procedures.
Welcome customers and represent Hertz professionally through appearance, language, and behavior.
Help ensure every customer receives a clean and safe vehicle.
Take ownership of customers’ service experiences and promptly resolve issues.
Contribute to teamwork and collaboration and support the company’s success.
Build brand loyalty and seek to surprise and delight customers.
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 according to company rental requirements.
Provide directions, maps, local-area information, and relevant service information.
Review rental parameters, rates, and service charges with customers and confirm rental agreement return dates and times.
Review charges when vehicles are returned.
Answer customer phone calls in a friendly, helpful, and prompt manner.
Assist customers by resolving service issues effectively.
Coordinate customers in the queue to reduce wait times and promote efficient service.