Senior Rental Representative

Penske•Cranston, RI

7d•Onsite

About The Position

The Senior Rental Representative provides front-line customer service to prospects and customers while managing a large vehicle fleet, matching vehicle demand with availability, coordinating customer accounts, and ensuring customer satisfaction in a fast-paced environment. The position is based at Penske’s facility at 65 Amflex Drive in Cranston, Rhode Island. The role involves handling rental transactions, payments, rental forms, and customer inquiries; advising customers about products and services; inspecting and adjusting rental items; explaining rental fees and policies; maintaining transaction and interaction records; and addressing service or billing complaints. The representative may refer unresolved grievances to other departments, contact customers regarding inquiries or claim investigations, and use computers to complete contracts and related records. Other projects and tasks may be assigned by a supervisor. This is a transportation-regulated, safety-sensitive role that includes driving Penske and customer vehicles. Associates must remain alert and work safely, taking responsibility for their own safety and that of others. The role requires regular, predictable, full attendance, the ability to work at the required location and schedule, and at least one day of weekend availability. The position also requires a current driver qualification file, including an annual motor vehicle records check, a completed DOT physical, and safety performance history records from prior employers for the past three years. CDL holders must complete DOT drug screening within 30 days of starting and are subject to an FMCSA Clearinghouse review. Candidates must submit an employment application and undergo background investigation and drug screening. Physical and mental requirements include reading, verbal and written communication, remembering and analyzing information, and understanding instructions. Duties may require standing, walking, sitting, frequent use of hands and arms, and occasionally lifting or moving up to 25 pounds (12 kg). Required vision abilities include close and distance vision, peripheral vision, depth perception, and the ability to adjust focus. Reasonable accommodations may be made for individuals with disabilities to perform essential functions.

Requirements

At least 1 year of customer service experience.
High school diploma or equivalent.
Ability to work at least one day on the weekend.
Basic computer skills, including Microsoft Word, Excel, and Outlook.
Customer service, interpersonal, flexibility, telephone, and teamwork skills.
Valid driver's license.
Regular, predictable, full attendance.
Ability to maintain a current driver qualification file, including an annual MVR check, completed DOT physical, and safety performance history records request from prior employers for the last three years.
For CDL holders, DOT drug screening within 30 days of start and an FMCSA Clearinghouse review.
Willingness to travel as necessary and work the required schedule and at the specified location.
Completion of the Penske employment application and submission to a background investigation, including past employment, education, and criminal history, and drug screening.
Ability to work in a constant state of alertness and in a safe manner, accepting responsibility for personal safety and the safety of others.
Ability to read, communicate verbally and in writing, remember and analyze information, and understand instructions or guidelines.
Ability to stand, walk, and sit; frequently use hands to touch, handle, and feel and reach with hands and arms; and occasionally lift or move up to 25 pounds (12 kg).
Close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

Nice To Haves

Sales experience in retail, consumer, or B2B settings.
Some college or a bachelor's degree.

Responsibilities

Compute charges for merchandise or services and receive payments.
Prepare merchandise for display or for purchase or rental.
Recommend and advise customers on products and services.
Answer telephones to provide information and receive orders.
Greet customers and discuss the type, quality, and quantity of merchandise sought for rental.
Keep records of transactions and customer counts.
Prepare rental forms and obtain customer signatures and required information, such as licenses.
Inspect and adjust rental items to meet customer needs.
Explain rental fees, policies, and procedures.
Communicate with customers by telephone or in person to provide information, take orders, cancel accounts, or obtain complaint details.
Record customer interactions and transactions, including inquiries, complaints, comments, and actions taken.
Resolve service or billing complaints, including by exchanging merchandise, refunding money, or adjusting bills.
Check that appropriate changes were made to resolve customer problems.
Contact customers to respond to inquiries or provide claim investigation results and planned adjustments.
Refer unresolved customer grievances to designated departments for further investigation.
Determine charges for requested services, collect deposits or payments, or arrange billing.
Complete contract forms, prepare change-of-address records, and issue service discontinuance orders using computers.
Manage a large fleet of vehicles, match vehicle demand with availability, and coordinate customer accounts.
Drive Penske and customer vehicles while complying with applicable safety requirements.
Perform other projects and tasks as assigned by the supervisor.