Customer Service Representative-Rentals-Night Shift (10pm-6am)

The CSR will provide a high level of customer service by assisting both internal and external customers, primarily face-to-face, supporting their branch and rental needs. The CSR will provide administrative support, service customers, system updates and asset management and branch locations.

Job Summary

• The Customer Service Representative (CSR) will provide a high level of customer service by assisting both internal and external customers, primarily face-to-face, supporting their branch and rental needs. The CSR will provide administrative support, service customers, system updates and asset management and branch locations.

Job Responsibilities

• Greet all customers using prescribed, appropriate dialogue as they arrive at the station.
• Remind customers to check for personal belongings. Identify any items found in the vehicle with a unit number, date, time and file it as lost and found.
• Advise and review rental charges; and provide an accurate receipt to the customer.
• Provide information in a professional and courteous manner regarding transportation to their final destination or accommodation. Thank customers using the prescribed dialogue.
• Inquire about service, satisfaction and document dissatisfaction.
• Discreetly check vehicles for damage on incoming vehicles.
• Use of proper statement to determine if vehicle is being returned with full tank of gas.
• Complete a service alert for any mechanical and or body damage communicated by the customers.
• Identify and tag vehicles that have been flagged for grounding or preventative maintenance and arrange their movement to be serviced.
• Do asset verification on a daily basis.
• Understand all rental terms and conditions and procedures including rental/return documents, fuel services, days/extra hours/surcharges and optional coverages.
• Understand the damage loss report reporting procedure.
• Enter all Manual Rental Agreements into Rental software.
• Process reservations received via email, phone or walk ins.
• Manage delivery of vehicles to meet rental clients at hotels, offices etc.
• Manage delivery and preparation agents.
• Manage customer service experience and ensure vehicle “Ready to Rent” quality.
• Ensure rental documents accurately completed and provide required documents to Finance Department.
• Provide customer information about Leasing of vehicles and other ANSA Rental Services.
• Assist in cold calls to potential rental & leasing customers.
• Any other duties as assigned by Management.

Key Deliverables

• Ensure accurate documents entered in Rental software and submitted to Finance.
• Ensure asset verification and ready to rent quality.
• Manage customer service experience.

Attributes

• Complete confidentiality to be observed in all matters to the Department.
• High degree of professionalism.
• Must be flexible and adaptive to change.
• Ability to remain calm in stressful situations.
• Time management and prioritization skills.
• Accuracy in recording and presenting data/information.
• Critical Thinking skills.
• Initiative in the performance of daily job-related tasks.
• Excellent customer relations and interpersonal skills.

Qualifications and Experience

• Must have at least five years’ experience in customer service or hospitality industry.
• Automotive experience an asset.
• Must be at least 25 years old.
• Must have a valid driver’s license with no more than 3 moving violations and/or at-fault accidents on driving record in the past 3 years.
• No drug or alcohol related convictions on driving record (DUI/DWI) in the past 5 years.
• Apart from religious observances, must be able to work night shift from 10pm to 6am and available Saturdays and Sundays where necessary.
• Must be proficient in computer literacy.

Deadline Date: April 10, 2025.