SUMMARY/OBJECTIVE
The Customer Service Representative provides high level of customer service and support to both internal and external customers. This person is also responsible for helping support the finance and sales transactions during the sales process, as well as post-sale customer service.
ESSENTIAL FUNCTIONS
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Provides exceptional customer service to our customers maintaining our Customer’s First commitment and SMILES initiative.
2. Displays effective verbal communication skills with customers, co-workers, and management.
3. Educates customers on product features and benefits.
4. Increases revenue through the sale of optional services and vehicle upgrades.
5. Assist customers with directions using Hertz maps provided and informs customers of exit areas and vehicle return procedures for various locations.
6. Must be able to comprehend Reservations Manifests throughout scheduled shifts, review and update vehicle status reports and assign rent ready vehicles to incoming reservations, monitor vehicles due-in and follow up on over-due rentals.
7. Performs daily vehicle inventories at designated parking areas.
8. Identifies vehicles requiring maintenance and bodywork, tag and attention to fleet department.
9. Responsible for proper handling of vehicles and keys that are being turned over and/or picked-up by Vehicle Service Attendants and/or management.
10. Verifies all counter transactions have been entered into the system, to include: hand written rental agreements, petty cash transactions, vehicle movements, vehicle exchanges, and vehicles returned after hours.
11. Completes a Drawer Balancing Report if assigned a drawer.
12. Reviews closed rental agreements to ensure there are no errors or omissions and communicates with supervisors and relieving Customer Service Representatives.
13. Monitors and maintains control of Customer Service Assistants and Vehicle Service Attendants activity throughout each shift in the absence of management.
14. Perform general office duties such as answering phones, photocopying, and maintaining a clean and professional work space.
15. Occasionally performs Customer Service Assistant duties as assigned.
WORK ENVIRONMENT
Work is regularly performed in a combination of office and shop environments and is regularly exposed to dust, odors, oil, fumes, noise, heat, and outdoor elements.
PHYSICAL DEMANDS
While performing the duties of this job, the employee is frequently required to stand/sit for long periods of time, move around the facility from one location to another, talk, hear, use fingers to type, handle or feel and reach objects and lift and/or move objects 10 pounds or less. The employee may occasionally need to kneel, crawl, stoop, bend and lift and/or move items 40 pounds or more.
Specific vision ability required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust and focus.
POSITION TYPE
This is a full-time, non-exempt position.
Standard days and hours of work are dependent on location and shift, to include night shift. The business itself is a 24-hour operation, thus an employee may be required to switch shifts when needed. Further, this position may require work on weekends and holidays.
OTHER DUTIES
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
SKILLS & QUALIFICATIONS
1. Must become familiar with all vehicle classes, makes and models of the rental fleet and educate customers on how to operate the different vehicle features.
2. Self-starter and team player with the initiative to handle a variety of tasks.
3. Must be able to safely operate a variety of vehicle sizes whether day or night and in all weather conditions while observing traffic laws.
4. Must display effective verbal communication skills with customers, co-workers, and management.
5. Strong attention to detail and accuracy focused.
6. Ability to read and comprehend instructions and information.
7. Cash Handling
EDUCATION AND EXPERIENCE
1. High School Diploma or equivalent preferred.
2. Driver’s License is Required
3. Basic knowledge in Microsoft Office or related software a plus
BENEFITS:
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401k or ROTH with Employer Match
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Health Insurance
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Vision Insurance
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Dental Insurance
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Voluntary Life Insurance
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Paid Time Off
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Employee Discounts
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Gas Discounts
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On the Job Training
