Customer Service Instant Return Representative

Hertz•Phoenix, AZ

13h•Onsite

About The Position

The Customer Service Instant Return Representative is an essential member of the airport location team and serves as a brand ambassador, providing customers with a fast, easy, and valued experience when returning vehicles. The representative provides attentive, courteous, and efficient service throughout the vehicle return process, following Hertz policies and procedures. The role includes greeting customers, explaining charges, inspecting vehicles, documenting damage or cleaning needs, checking fuel and mileage, securing vehicle keys, and responding professionally to customer concerns. Representatives also communicate customer feedback to the team, support service improvements, and maintain an organized work area and an appearance appropriate for customer service.

Requirements

At least one year of sales or customer experience in a high-volume or service-oriented environment.
Proven strong sales and closing skills, with a friendly and engaging manner.
Basic computer proficiency.
Good written and oral communication skills; ability to communicate clearly and proficiently in English. Candidates fluent in other languages are encouraged to apply.
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.
Ability to lift up to 45 pounds.

Responsibilities

Manage vehicle returns in compliance with Hertz policies and procedures while providing world-class customer service.
Welcome customers with a pleasant greeting and professional attitude; assist with luggage and answer questions in a friendly manner.
Provide customers with an invoice and a full explanation of their charges.
Resolve customer issues and concerns professionally using effective customer service techniques; when applicable, refer queries to the Team Leader so issues can be resolved before the customer leaves.
Inspect vehicles, record new damage or major cleaning requirements, and complete required documentation.
Check fuel level and mileage and clearly explain final charges to customers.
Secure vehicle keys from customers and ensure keys stay with the vehicle; remind customers to remove personal belongings and offer assistance as needed.
Communicate customer feedback to the team and participate in action planning to improve operational performance and customer satisfaction.
Maintain an appearance appropriate for providing best-in-class customer service in accordance with established guidelines.
Carry out other duties requested by managers or Team Leaders.
Keep the work area organized and free of clutter.

Benefits

Medical, dental, and vision plan options.
Hertz-paid basic life insurance equal to one times base annual pay.
Retirement programs, including 401(k) employer matching: dollar-for-dollar matching on the first 3% contributed and 50 cents per dollar on the next 2%.
Paid parental leave and adoption assistance.
Employee Assistance Program for employees and family.
Educational reimbursement and discounts.
Voluntary insurance programs, including pet, legal/identity theft, and critical illness insurance.
Perks and discounts, including theme park tickets and gym discounts.
Hourly pay of $17.00 plus commission; median incentive is approximately $467 per month and varies based on job performance.
On-target earning potential starting at 2%, including monthly bonus plans; bonus plans are eligible up to 12%.