Customer Service Representative
About The Position
Customer Service Representatives (CSR) are the primary face of the company to our most important stakeholders—our driver customers! Our Atlanta location is one of our largest and busiest branches where you will have exposure to all aspects of our business. The primary focus for the CSR role is to create a positive and seamless experience for our driver customers - getting approved drivers into their rental vehicle quickly and keeping them on the road throughout their time with us. The CSR handles direct requests from customers in the office, and collaborates with support teams that operate remotely from our Shared Service Center in South America. You may also help drivers navigate our loss/damage reporting process if they have an accident, or help arrange a tow if their car breaks down. The CSR reports to the Branch Manager for the location.
Requirements
- Excellent interpersonal and customer service skills.
- Superb written and verbal communication skills.
- Flexibility and adaptability in the face of shifting demands and priorities.
- Ability to work in a fast-paced, physically active environment.
- Proficient in using Google Suite, Microsoft Excel & Word.
- Ability to learn and navigate multiple computer applications with speed and accuracy.
- Must have a valid driver’s license and a clean driving record.
- Must be at least 21 years of age.
Nice To Haves
- Customer service experience, ideally in an auto-related environment (e.g. rental car, repair/service shop, auto parts or tire dealer, auto dealership, auto insurance/titling/registration etc.)
- Speaking another language in addition to English is a plus, but not required.
Responsibilities
- Create a welcoming environment in the branch for customers and co-workers.
- Coordinate with the remote sales support team to create customer reservations.
- Onboard new and returning customers as they begin a rental contract.
- Verify and update driver and vehicle information.
- Support the Fleet and Claims/First Notice of Loss (FNOL) teams with the accident and damage reporting process.
- Communicate regularly with the Branch Manager and colleagues from other teams on the status of customer accounts and requests; actively follow up on outstanding questions.
- Offboard customers who are returning a vehicle, including closing their account and completing appropriate charges.
- Resolve and de-escalate customer concerns.
- Ensure timely and accurate documentation of all customer interactions in relevant systems based on standard operating procedures (SOPs).
- Perform other duties as assigned.
Benefits
- Medical, dental and vision insurance (along with a Healthcare Flexible Spending Account and Health Savings Account) with supplemental coverage for critical illness and accidents
- Company-paid short and long-term disability insurance
- 401(k) retirement plan
- Paid time off including vacation, holidays, floating holidays and sick leave
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
