The Hertz Corporation Reservations Agent - Customer Care 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 Reservations Agent.
What is this role all about?
To be the primary point of contact for designated customers and all rental suppliers, either directly or indirectly. Deliver a high quality and efficient service by ensuring processes are followed resulting in the smooth delivery of vehicles ensuring all client requirements are met. Maintain and manage rental request in line with the business requirements and guidelines set out by Hertz Accident Support.
Primary Duties and Responsibilities
To source appropriate, hire vehicles meeting the client’s needs, negotiating with Hire suppliers, including within the Hertz internal branch network.
Update referrers and clients on the progress of sourcing a vehicle and ensure that Service levels are achieving the required standard.
Ensure all inbound calls are answered within service level agreements and in a professional manner meeting call targets and individual objectives..
To ensure all main objectives are completed whilst continuing to monitor and maintain the workflow within the team, striving to achieve a clear work list by end of day.
Accurately work within agreed procedures to ensure all required information is taken, 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 including front line complaint notification & management.
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?
Customer service experience
Motor Claims Experience
Dealing with customer queries on the telephone
Good level of Education – GCSE level or equivalent
Excellent communication skills
Very good attention to detail
Good organisation skills
Basic IT and data entry skills
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 182742
# Positions 1
Category Customer Service
Division Hertz Accident Support
Position Type Permanent Full-time