The Hertz Corporation Customer Service - Hire Coordinator in Verwood, United Kingdom
Hertz Accident Support (HAS) was founded in 1997 and continues to build on its established track record in providing exceptional service excellence across a full range of Claims Management services, specialising in non-standard vehicles and drivers. HAS was acquired by Hertz in 2013 and is now combined with one of the largest global rental brands in the industry.
The HAS Head Office is based in Verwood, Dorset and employs approaching 200 people and we are currently looking for a number of Hire Coordinators
What is this role all about?
As a Hire Coordinator you will be the primary point of contact for designated customers either directly or indirectly, delivering a high quality and effective service by ensuring processes are followed resulting in the smooth delivery and collection of vehicles ensuring all client requirements are met.
Primary Duties and Responsibilities
To handle enquiries from start to finish for high profile customers ensuring that all requirements are met, if not exceeded.
Resolving problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions and escalating unresolved problems
To make contact with referred customers within time periods stipulated within referrer service level agreements.
To follow rules as stipulated in referrer profile when handling claim.
To satisfy company security requirements in respect of client identification and fraud detection, ensuring team leaders and/or managers are notified of any suspicions.
To be able to overcome a client’s objections to help maximise our conversion levels.
Manage each case through to a satisfactory conclusion, discussing the delivery of a hire vehicle at a convenient time and location for the customer, then pass the file to the reservations team with clear information.
Accurately work within agreed procedures to ensure all required information is taken and recorded and in certain cases authorised by the insurer.
Accurately and efficiently administer all relevant paperwork and post call “wrap up”, including the in house database to capture detail of the call.
Build rapport with customers and referrers, communicating effectively to correctly identify client needs.
Work within agreed service level agreements and achieve monthly targets
Be able to resolve customer issues ensuring the customer is satisfied and that the issue is resolved in an efficient manner.
Produce daily reports and paperwork.
Adhere to company data protection policy.
Contribute/assist in championing the need for continuous improvement, seeking to improve processes and efficiencies.
Work towards individual and team targets.
Any other ad hoc duties as required by the business.
What do we need from you?
Good level of Education – GCSE level or equivalent
GCSE English & Mathematics
Customer service experience
Dealing with customer queries on the telephone
Experience of working within a call centre environment
Complaint handling experience
Experience of working within an office environment
Excellent communication and organisation skills
Very good attention to detail
Confident, Team player and Target Driven
NVQ Level 2 or higher in Customer Service
Motor Claims Experience
In return for your hard work and dedication, you will be rewarded with excellent career opportunities, training & development, a range of Benefits and Incentives and many more.
If you believe you have the skills and experience required to succeed within this challenging role in an established organisation please APPLY NOW.
Job ID 180743
# Positions 1
Category Customer Service
Division Hertz Accident Support
Position Type Permanent Full-time