Job Description

Overview Of The Role:

• The Customer Service Representative is the face of the company, delivering exceptional service and managing rental transactions to ensure a seamless experience from pickup to return. The role is instrumental in driving sales, promoting additional products and services, and maximizing revenue opportunities. Success in this position is defined by high customer satisfaction and efficient service operations, contributing to overall business performance.

What You Will Do:
Customer Interaction

• Greet customers professionally and create a welcoming front-office environment.
• Handle customer inquiries, complaints, and service requests efficiently and professionally.
• Inspect vehicles with customers at pickup and return for damage, cleanliness, and fuel levels.
• Resolve issues quickly to ensure a high level of customer satisfaction.
• Support loyalty program enrollment and promote brand offers and campaigns.

Transaction Management

• 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.
• Monitor and follow up on reservations, no-shows, and late returns.

Sales and Revenue

• Upsell additional products and services (e.g., insurance, upgrades, GPS, fuel plans) to maximize revenue.
• Promote additional brand offers and campaigns to drive sales.
• Contribute to overall business performance through proactive selling.

Operational Support

• Collaborate with operations and fleet teams to ensure vehicle availability and timely service.
• Maintain a clean and organized front-office workspace.
• Smooth process flow between Operations, Brands & Rental adhere to set standards.

Skills Required