Summary of Position:
The purpose of the Dispatcher is to provide and extend exceptional service to all customers, ultimately eliminating credit memos and billing errors through efficient coordinating and effective organization. This individual will reinforce the current efforts of our coordinators/counter and sales force with premium customer service. The person in this position will be key in building strong relationships with Hertz branches, build strong customer relations, establish and use a customer rental equipment tracking system, and understand and communicate all applicable Hertz Equipment Rental policies and procedures.
¨ Build strong customer relationships through exceptional customer service
¨ Take customers full order, confirm with the branch, and confirm with customer
¨ Go above and beyond the order with the customer assuring all specific requirements are being met
¨ Work with coordinators and counter people on dispatch, equipment availability, and timeliness of deliveries
¨ Establish professional rapport with all Branch Managers
¨ Work with branches on credits, service calls and sales efforts
¨ Timely response to all customer’s phone calls, faxes, and e-mails
¨ Maintain a phone log to document all customer contacts
¨ Fully understand and use Rental Man, Rents, and A-4 applications and systems
¨ Understand and communicate all billing cycle and pro-ration policies
¨ Establish and use order sheets
Listening: Use of information extracted from oral communications.
Initiative: Active attempts to influence events to achieve goals; self-starting rather than passively accepting. Taking action to achieve goals beyond what is necessarily called for: originating action.
Tolerance for Stress: Stability of performance under pressure and/or opposition.
Attention to Detail: Total task accomplishment through concern for all areas involved no matter how small.
Integrity: Maintaining social, ethical and organizational norms in job-related activities.
Controlled Demeanor: Skill in maintaining composure and objectivity when confronted with personally defense-provoking situations.
Tenacity: Staying with a position or plan of action until the desired objective is achieved or is no longer reasonably attainable.
Sales Ability/Persuasiveness: Utilizing appropriate interpersonal styles and methods of communication to gain agreement or acceptance of an idea, plan, activity or product from clientele.
Rapport Building : Initial and continuing impact. The ability to meet people easily and to be liked; to get along well with people and to put them at ease; and to quickly build rapport through pro-active development of close relationships.
Negotiation: Communicate data or arguments in a manner that gains agreement or acceptance.
Collaboration: Working effectively with others in the organization outside the line of formal authority (such as peers in other units or senior management) to accomplish organizational goals and to identify and resolve problems.
Hertz is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.
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Hertz - 6 months ago
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