The Hertz Corporation Instant Return Manager in East Boston, Massachusetts
Instant Return Manager provides active support and works closely with IRRs and IRR-Ls as they welcome returning customers and help facilitate the closing of rental agreement in a positive manner while leaving a strong customer service impression on the customer.
On a day-to-day basis Instant Return Manager (IRM) manage, lead, coach, and work with their team of IRRs to make sure that we are providing the highest level of quality and excellent customer service. The IRM together working with IRRs are responsible for ensuring that returning customers are welcomed and appreciatively greeted while also providing attentive, courteous, and expeditious service as our customers make a variety of connections at the airport. Additionally, IRMs will serve as the second level of escalation for customer issues and will assist/coach IRRs to quickly and independently resolve a wide variety of issues the customer might experience with their rental experience and by leveraging Hertz’s proven customer service tools and methods they create the best possible rental experience for our customers. The IRM works closely with our third-party vendor(s) and the Ultimate Choice Lot Manager to successfully implement the replenishment model. IRM will work closely with the Operations Director to maintain accurate metrics and to utilize them for the continuous improvement of the operations.
To be an IRM you need:
Commitment to developing and learning a wide variety of skills so that you can advance to higher levels at Hertz
A desire to grow with Hertz including a willingness to live and work in a number of different cities throughout the United States
A deep desire to work with and lead others as a team to build a business that is both fast paced and continually improving
An ability to manage all aspects of the rental car business from Customer Experience, Sales, Fleet Management, Maintenance, Vehicle Service, Vehicle Replenishment and Financial Analysis
An ability to remain level headed and calm with both customers and employees as you assist them through challenging situations
An ability to be a Hertz Brand Ambassador at all times as you seek to create a positive environment and solutions that generate continued customer and employee loyalty
Strong management, coaching, communications, interpersonal relationship, customer service, problem solving, fleet management, and quality assessment skills
Strong planning and logistical skills
An Associate’s Degree required, and a four-year degree is preferred for this role
3 - 5 Years management experience in rental car market
Hertz is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.
Job ID 157341
# Positions 1
Category Customer Experience
Position Type Regular Full Time