Enable America Jobs

Our mission is to be the world’s preferred car rental company, driven by people who are passionate about delivering an exceptional service to our customers across the globe. It’s as simple as that.

We are currently looking for a Customer Service Representative. If you are a good team player who loves working in a fast-paced environment where no two days are the same, you could thrive as a Customer Service Representative.

We are looking for people who share our passion, energy and enthusiasm for creating unbeatable customer experiences. You’ll relish the chance to make a difference to every customer journey within one of the world’s largest car rental companies.

The role: Taking the wheel at Hertz

CUSTOMER SERVICE

• Provides world class customer service, creating a friendly, welcoming customer experience through personalized service during both the rent and return process maximizing customer loyalty and sales opportunities.

SELLING

• Outstanding selling skills that meet the needs of our customers, whilst identifying and maximizing opportunities to increase revenue to meet the daily, weekly, monthly, and annual targets.

PROBLEM SOLVING

• Ability to resolve a wide variety of issues that the customer might experience through their rental journey, by leveraging Hertz’s proven customer service tools and methods and involving management.

TEAMWORK

• Ability to work in a fast-paced environment, efficiently and effectively to meet the quality, service, and performance goals for the location. Supporting colleagues across all roles within operations to create a smooth customer experience.

CONTROL & AUDIT

• Adheres to company SOP’s for all valeting, delivery and collection provisions, to ensure the location is fully compliant. Includes control of customer data under GDPR.Ensures rentable standard is met and any additional damage documented on return.

CONTINUOUS IMPROVEMENT

• Encourages and maintains a ‘Best practice sharing culture’, always striving to find ways to improve service and change mind set.

Your benefits: Fueling your journey

• Uncapped commission

• 25 days holidays (plus Bank Holidays)

• Fantastic customer service and sales training

• Wide range of training and development courses available to all employees

• Career development opportunities across Hertz UK and Europe

• Car Rental discount across Europe, including friends & family members

JOB PURPOSE:

This role is known for being the first and last point of contact for Hertz customers and is dedicated to guide them through the full rental journey, ensuring that they get the right vehicle to match their travel needs and a clear understanding of the Hertz products and services available to them.

CUSTOMER SERVICE

Provides world class customer service, creating a friendly, welcoming customer experience through personalized service during both the rent and return process maximizing customer loyalty and sales opportunities.

• Customer Satisfaction & NPS scores meet or exceed location targets.

• Telephone calls answered in accordance with Hertz policy.

• Less than 5% customer complaints

SELLING

Outstanding selling skills that meet the needs of our customers, whilst identifying and maximizing opportunities to increase revenue to meet the daily, weekly, monthly, and annual targets.

• An uplift on core products sold.

• Increased revenue for location.

• Identification of new business leads.

• Achievement of VAS targets

PROBLEM SOLVING

Ability to resolve a wide variety of issues that the customer might experience through their rental journey, by leveraging Hertz’s proven customer service tools and methods and involving management.

• Reduction of customer waiting times.

• Customer Satisfaction & NPS scores meet or exceed location targets.

• Less than 5% customer complaints

TEAMWORK

Ability to work in a fast-paced environment, efficiently and effectively to meet the quality, service, and performance goals for the location. Supporting colleagues across all roles within operations to create a smooth customer experience.

• Active participation at team huddles and the sharing of ideas for improvements.

• Peer feedback

CONTROL & AUDIT

Adheres to company SOP’s for all valeting, delivery and collection provisions, to ensure the location is fully compliant. Includes control of customer data under GDPR.

Ensures rentable standard is met and any additional damage documented on return.

• 100% achievement of the health & safety audit.

• Achievement of vehicle cleanliness audit

• BVRLA Compliant

• A successful service & quality assessment (SQA)

CONTINUOUS IMPROVEMENT

Encourages and maintains a ‘Best practice sharing culture’, always striving to find ways to improve service and change mind set.

• Colleague feedback.

• Evidence and value of practices shared and adopted.

Professional Experience:

• Previous customer service experience and strong sales skills.

• Ability to work in a fast-paced environment with a variety of tasks.

• Ability to demonstrate professionalism, enthusiasm, and outstanding communication

• Demonstrates a customer service focus within the organization.

• Creates an atmosphere that inspires others to achieve at a higher level.

• Helps others navigate planned and unplanned change.

• Enlists the talent of others in order to meet objectives.

• Understands how the organization generates revenue; owns every dollar.

• Seeks and incorporates feedback from other departments into daily work/department.

• Tries out new and untested approaches

• Actively seeks out new learning opportunities.

• Readily readjusts priorities to respond to pressing and changing customer demands.

• Helps team/organization reduce obstacles and uncertainty.

• Focuses on productivity; works to eliminate waste.

• Continually questions the status quo.

• Owns every dollar.

• Acts with integrity at all times.

• Provides a positive example; ‘walks the talk’.

• Sincere and straightforward.

• Trusts others appropriately.

• Avoids bias in attitude or treatment of people.

• A valid UK or EU driving license

The Hertz Corporation operates the Hertz, Dollar Car Rental, Thrifty Car Rental brands in approximately 9,700 corporate and franchisee locations throughout North America, Europe, The Caribbean, Latin America, Africa, the Middle East, Asia, Australia and New Zealand. The Hertz Corporation is one of the largest worldwide airport general use vehicle rental companies, and the Hertz brand is one of the most recognized in the world.