Customer Service Representative | Rental & Leasing | Hertz

Customer Service Representative | Rental & Leasing | Hertz

The Customer Service Representative is responsible for delivering exceptional customer service at the front office by managing rental transactions efficiently, addressing customer needs, and ensuring a seamless rental experience. As the face of the company, the CSR also drives sales by promoting additional products and services, maximizing revenue opportunities, and contributing to overall business performance through excellent service and proactive selling.

• Greet customers professionally and create a welcoming front-office environment.
• Handle customer inquiries, complaints, and service requests efficiently and professionally.
• Resolve issues quickly to ensure a high level of customer satisfaction.

• Process rental transactions accurately, including check-ins, check-outs, and returns.
• Verify customer credentials and ensure compliance with rental policies and procedures.
• Ensure timely and accurate invoicing for all rental transactions and additional charges.
• Maintain accurate records in the rental management system.

• Upsell additional products and services such as insurance, upgrades, GPS, and fuel plans to maximize revenue.
• Support loyalty program enrollment and promote brand offers and campaigns.

• Inspect vehicles with customers at pickup and return for damage, cleanliness, and fuel levels.
• Collaborate with operations and fleet teams to ensure vehicle availability and timely service.

• Maintain a clean and organized front-office workspace.
• Monitor and follow up on reservations, no-shows, and late returns.

• Strong customer service abilities with a focus on satisfaction.
• Effective sales techniques for promoting products and services.
• Proficiency in managing rental transactions and systems.
• Capability to resolve issues quickly and efficiently.

• University graduate.
• At least 2 years of experience in the customer service industry.
• General understanding of the car rental industry.
• Fluent in English;
  Arabic and other language skills are advantageous.
• Strong customer relations and team building skills.
• Effective in setting priorities and scheduling activities.
• Excellent communication, problem solving, and analytical skills.