Fleet Recovery Agent

About the position

The primary objective of the Fleet Recovery Agent is to ensure an appropriate and timely resolution to overdue rental contracts is achieved using good judgment in determining, proposing, and executing an appropriate resolution for each customer per established guidelines. The position will also manage the timely recovery of any impounded Hertz vehicle. The rep will utilize a telematics geo-fencing report, contact tow yards, confirm vehicle condition, negotiate a reduction of impound fees, coordinate vehicle pickup through national and local tow vendors, and ensure delivery to the appropriate location.

Responsibilities

• Effectively use all available resources to obtain an extension or the return of an overdue vehicle, otherwise resolving overdue contracts on time within established guidelines.
• Work with the field locations and security managers to resolve overdue contracts.
• Work efficiently with department resources to reach overdue customers.
• Effectively use all Hertz systems.
• Follow area-specific guidelines and use judgment to determine the correct Hertz location for vehicle delivery.
• Ensure all impound information is accurately and timely captured.
• Maintain and work the Impound mailbox efficiently.
• Contact the impound lot and negotiate a lower impound fee if needed.
• Use judgment to reach an agreeable impound fee settlement and request purchase order approval through Oracle procurement.
• Use Oracle procurement and third-party secondary tow vendor website to order the pick-up and delivery of the vehicle.
• Ensure all Oracle notifications are worked within three days of receipt.
• For impounded vehicles on open rental contracts, use the best judgment to determine if the impound charges should be passed to the renter.
• Contact the field when necessary, to assist with the asset recovery through the entire impound process (notification, assignment, and delivery) to ensure maximum fleet utilization.
• Follow up with the field and police departments on any impounded vehicles with police/legal holds for expected release dates.
• Other duties/projects as assigned by supervisor and manager.

Requirements

• College degree preferred or knowledge of back office functionality for 1 year or greater.
• Customer service skills.
• Basic proficiency in negotiation tactics/skills.
• Experience building relationships through collaboration.
• Ability to manage a workload efficiently and independently.
• Basic Computer knowledge.
• Microsoft Excel.
• Strong verbal and written communication skills.
• Customer Service oriented.
• Bi-lingual is preferred.

Benefits

• Up to 40% off the base rate of any standard Hertz rental.
• Paid Time Off.
• Medical, Dental & Vision plan options.
• Retirement programs, including 401(k) employer matching.
• Paid Parental Leave & Adoption Assistance.
• Employee Assistance Program for employees & family.
• Educational Reimbursement & Discounts.
• Voluntary Insurance Programs - Pet, Legal/Identity Theft, Critical Illness.
• Perks & Discounts - Theme Park Tickets, Gym Discounts & more.