Career Development

What Does a Hertz Customer Service Representative Do?

Find out what a Hertz Customer Service Representative does, how to get this job, and what it takes to succeed as a Hertz Customer Service Representative.

Hertz is a global car rental company that provides rental services to customers in more than 150 countries. Hertz has a wide range of vehicles available for rent, from economy cars to luxury vehicles.

A Hertz customer service representative is responsible for providing excellent customer service to Hertz customers. This includes answering customer inquiries, resolving customer complaints, and providing information about Hertz services. They must also be knowledgeable about Hertz policies and procedures and be able to provide accurate information to customers. Additionally, customer service representatives must be able to handle difficult customer situations in a professional and courteous manner.

Hertz Customer Service Representative Job Duties

A Hertz Customer Service Representative typically has a wide range of responsibilities, which can include:

  • Provide excellent customer service to all Hertz customers, ensuring their needs are met in a timely and efficient manner
  • Respond to customer inquiries via phone, email, or chat, providing accurate information on products and services
  • Process rental reservations, including verifying customer eligibility, collecting payment information, and confirming reservation details
  • Assist customers with any issues they may have during the rental process, such as vehicle availability, pricing, and location
  • Follow up with customers after their rental experience to ensure satisfaction and address any concerns
  • Maintain knowledge of Hertz policies and procedures, as well as local laws and regulations related to car rentals
  • Utilize problem-solving skills to resolve customer complaints quickly and efficiently
  • Monitor customer feedback and provide suggestions for improvement
  • Ensure compliance with company standards and guidelines
  • Provide support to other departments when needed
  • Participate in team meetings and training sessions
  • Track customer data and generate reports as requested

Hertz Customer Service Representative Salary

The salary of a Customer Service Representative at Hertz is determined by a variety of factors, including the individual’s experience and qualifications, the location of the position, and the current market rate for similar positions. Additionally, the company may offer additional incentives or bonuses based on performance or other criteria. Ultimately, the salary of a Customer Service Representative at Hertz is determined by a combination of these factors.

  • Median Annual Salary: $36,075 ($17.34/hour)
  • Top 10% Annual Salary: $44,290 ($21.29/hour)

Hertz Customer Service Representative Job Requirements

To be hired as a Customer Service Representative at Hertz, applicants must have a high school diploma or equivalent. Previous customer service experience is preferred, but not required. Applicants must also have excellent communication and problem-solving skills, as well as the ability to work in a fast-paced environment. Additionally, applicants must be able to work flexible hours, including evenings, weekends, and holidays. A valid driver’s license is also required. Hertz offers on-the-job training to help new hires become familiar with the company’s policies and procedures.

Hertz Customer Service Representative Skills

Hertz Customer Service Representative employees need the following skills in order to be successful:

Microsoft Office Suite: Customer service representatives use Microsoft Office Suite to create and send emails, create and update spreadsheets and presentations and create and update documents. The ability to use these programs is essential for customer service representatives.

Problem Solving: Problem solving is the ability to identify and address issues. As a customer service representative, you may be the first person a customer speaks to, so it’s important to be able to identify and resolve issues. You may also be responsible for identifying and resolving issues for other customer service representatives.

Product Knowledge: Customer service representatives should have extensive product knowledge to answer customer questions. You should be able to answer questions about the different rental options, the different types of vehicles and the locations of Hertz locations. You should also be able to answer questions about the different insurance options Hertz offers.

Communication Skills: Communication skills are the foundation of customer service, and they’re especially important for Hertz customer service representatives. You’ll need to communicate with customers in a way that’s clear and easy to understand. You’ll also need to communicate with your coworkers to ensure customers get the help they need.

Documentation: Customer service representatives should be able to create and maintain documentation for their work. This can include recording customer information, recording the status of a customer’s rental and recording any other information that may be important to the company. Keeping good documentation can help you and your coworkers if there are any questions about a customer’s account.

Hertz Customer Service Representative Work Environment

Hertz customer service representatives typically work in a call center environment, taking incoming calls from customers and providing assistance with their rental car needs. They may also be required to make outbound calls to customers to follow up on their rental experience. The job requires excellent customer service skills, as well as the ability to multitask and handle a high volume of calls. The hours for this job are typically Monday through Friday, 8:00am to 5:00pm, with occasional overtime required. The job can be stressful at times, as customer service representatives must remain calm and professional in the face of angry or frustrated customers.

Hertz Customer Service Representative Trends

Here are three trends influencing how Hertz Customer Service Representative employees work.

Self-Service Options

Self-service options are becoming increasingly popular in customer service. Customers now have the ability to access information and services on their own, without having to contact a representative directly. This trend is beneficial for both customers and companies as it reduces wait times and allows customers to get the help they need quickly and easily.

For Hertz Customer Service Representatives, this means that they must be prepared to handle more complex inquiries from customers who may not be able to find the answers they need through self-service options. They must also be knowledgeable about the company’s self-service options so that they can direct customers to them when appropriate. Understanding this emerging trend is important for Hertz Customer Service Representatives to ensure that they are providing the best possible service to their customers.

Artificial Intelligence and Machine Learning

Artificial Intelligence (AI) and Machine Learning (ML) are becoming increasingly important for customer service representatives. AI-powered chatbots can provide customers with quick answers to their questions, freeing up time for customer service reps to focus on more complex tasks. ML algorithms can also be used to analyze customer data and identify patterns that can help improve the customer experience.

For Hertz Customer Service Representatives, AI and ML can be used to automate mundane tasks such as responding to frequently asked questions or providing personalized recommendations. This will allow them to spend more time engaging with customers and addressing their needs in a timely manner. Additionally, AI and ML can be used to monitor customer feedback and sentiment, allowing customer service reps to quickly address any issues that arise.

Chatbots and Virtual Assistants

Chatbots and virtual assistants are becoming increasingly popular in customer service. These automated tools can provide customers with quick answers to their questions, freeing up time for customer service representatives to focus on more complex tasks.

Chatbots and virtual assistants also allow companies to offer 24/7 customer support, which is essential in the travel industry. By using these technologies, Hertz Customer Service Representatives can ensure that customers have access to help when they need it most. Additionally, chatbots and virtual assistants can be used to collect data about customer interactions, allowing Hertz to better understand customer needs and preferences.

Advancement Prospects

Customer service representatives who demonstrate excellent customer service skills and a commitment to the company may be promoted to a supervisory role. Supervisors are responsible for managing customer service representatives, ensuring that customer service standards are met, and providing feedback to the customer service team. Supervisors may also be responsible for training new customer service representatives. With additional experience, customer service representatives may be promoted to a managerial role, where they are responsible for overseeing the customer service team and ensuring that customer service standards are met.

Interview Questions

Here are five common Hertz Customer Service Representative interview questions and answers.

1. Would you be ok with someone who has a disability in the workplace?

This question is a way for the interviewer to assess your level of comfort with people who have disabilities. It’s important that you show empathy and understanding when answering this question, as it can help you connect with the person on a personal level.

Example: “I would be more than happy to work with someone who has a disability in the workplace. I believe that everyone deserves equal treatment and respect regardless of their abilities or disabilities. In fact, I’ve worked with several coworkers who had disabilities, and I always made sure to accommodate them whenever possible.”

2. What is your experience working with customers and how would that help you in this role?

This question helps the interviewer understand your customer service experience and how it can help you succeed in this role. Use examples from previous work or school experiences to show that you are a strong communicator, empathetic and helpful when working with customers.

Example: “I have worked as a cashier at my local grocery store for three years now, so I am used to helping customers find what they need while also answering any questions they may have about our products. This has helped me develop my communication skills and learn how to solve problems quickly. In fact, I recently had a customer who was looking for a specific type of pasta but couldn’t remember the name. After asking them some questions, I was able to figure out which one they were looking for and direct them to the right aisle.”

3. Can you explain what upselling/cross-selling means to you?

Upselling and cross-selling are two important customer service skills that employers look for in a Hertz representative. Upselling is when you offer customers an upgrade or add-on to their rental, while cross-selling refers to offering them additional products or services.

Example: “Upselling and cross-selling are essential skills for any customer service position. I believe it’s my job as a representative to make sure the customer has a positive experience with Hertz. If they’re looking at one car but want more space, I would suggest upgrading to a larger vehicle. Or if they’re renting a car without GPS, I might recommend adding that feature to their reservation. It’s all about making sure the customer gets what they need.”

4. When dealing with people from other countries, how do you make sure everyone can understand each other?

This question can help the interviewer determine how you will interact with customers who speak English as a second language. Use examples from your experience to show that you have the ability to communicate effectively and respectfully with people of all backgrounds.

Example: “I’ve worked in customer service for five years, and I’ve had many international customers. In my previous role, we hired bilingual employees so our team could better serve these customers. However, even if someone doesn’t speak English, I always try to be respectful and patient while they use Google Translate or ask their friends to translate for them.”

5. How would you handle an angry customer?

Customer service representatives often have to deal with customers who are upset or angry. Employers ask this question to make sure you know how to handle these situations and keep them from escalating. In your answer, explain that you would try to calm the customer down by listening to what they’re saying and trying to understand their concerns. You can also mention that you would apologize for any inconvenience caused and do everything you can to resolve the situation.

Example: “I once had a customer come in who was very upset because we didn’t have his rental car available when he arrived at the location. I apologized for the inconvenience and explained that there were no other cars available either. He became more upset and started yelling at me, so I calmly told him that I understood why he was upset but that I couldn’t help him until he calmed down. After about five minutes of waiting, he finally calmed down and agreed to take another car.”


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