Customer Service Representative Prom - Palermo

A Day in the Life:

This role is the first point of contact for Hertz customers and is responsible for guiding them through the rental process, ensuring they receive the right vehicle and understand all available products and services. It requires delivering a first‑class customer experience, handling pressure effectively, and consistently going the extra mile.

The CSR Prom ensures a smooth rental process, provides information on ancillary products and refuelling options, resolves customer issues, and guarantees full satisfaction. Performance in this role directly influences customer loyalty, NPS, VAS revenue results.

What You’ll Do:

• Receives the Customer at the counter, managing the rental agreement in compliance with Company standards & procedures and with the expected quality standards through current software.
• Provides world class customer service, creating a friendly, welcoming customer experience through personalized service, maximizing customer loyalty, and sales opportunities.
• Puts into practice proactive behavior towards Customers, liaising so courteous and professional, offering solutions to maximize the Customer satisfaction.
• Streamline and optimize the available Company assets (eg. cars, systems, products, services, etc.) to ensure the best Customer service and the profitability of the location.
• Responsible for managing customer communications by phone and email, and for handling and resolving customer complaints in a professional manner.
• Ensure efficiency of return and check-in processes through current software for each Customer in compliance with Company standard & procedures.
• Is responsible for properly performing the vehicle inspection upon return, identifying any new damages in accordance with the established damage‑assessment procedures, and managing all related communication with the guest.
• Maximize profit by offering services and ancillary products to Customers. Outstanding selling skills that meet the needs of our customers, whilst identifying and maximizing opportunities to increase revenue to meet the daily, weekly, monthly, and annual targets.
• Performs the administrative back‑office tasks typical of a rental location.
• Has a solid understanding of Company standards and procedures and carries out all tasks in full compliance with them.
• Ensure any lost property found in vehicles is processed according to the relevant procedure.
• Management of daily branch petty cash (if required).

What We’re Looking For:

• High School Graduation.
• Fluent English (additional languages are a plus).
• Proficiency in Microsoft Office.
• Full Driving License.
• Customer service and sales experience.
• Strong customer‑orientation in line with company standards.
• Excellent communication and interpersonal skills.
• Team‑working ability.
• Strong organizational and time‑management skills.
• Ability to work efficiently in a fast‑paced environment.
• Problem‑solving attitude.
• Proactive, self‑motivated and goal‑oriented.
• Professional, enthusiastic and flexible approach to work and sales activities.
• Availability to work on days, nights, weekends and bank holidays.