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.
Hertz is a Drug-Free Workplace