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Out of Hours Customer Service Representative Home

2 weeks ago

London, United Kingdom Enterprise Rent-A-Car Full time

**Overview** Add an annual turnover of $22 billion to a rental and leasing fleet of more than 1.7 million vehicles spread across 9,500 locations worldwide and you get Enterprise Rent-A-Car - a business that’s grown into the largest global mobility provider in the world.

Enterprise Car Club is one of the fastest growing arms of Enterprise Rent A Car. We have a large fleet of cars and vans spread across an ever-increasing number of UK cities. These vehicles are parked in their own designated bays and can be reserved for aslittle as half an hour, a day, or as long as needed. Whether our members are running errands, going on a big interview, or just need some time on the open road - Enterprise Car Club is here to help. At Enterprise Car Club our members only pay for the timeand distance they actually need a vehicle for, meaning they have all the convenience of a vehicle, without the hassle and expense of owning one

Our Clubhouse provides support to ECC customers 24 hours per day. The hours for this role will be 40 per week, working 5 nights out of 7. Shifts will be scheduled between the hours of 8pm and 8am. An enhanced hourly rate will be paid for any hours workedbetween Midnight and 7am.

**Responsibilities**:

- Incoming and outgoing calls to members and other contacts
- Providing technical support for vehicle issues which arise for the member
- Taking damage and problem reports for escalation to the fleet team
- Processing refund transactions for members
- Assisting with investigation and completion of inbox queries
- Interaction with our branch network to resolve member issues or availability
- Real time monitoring of our fleet to identify risk issues
- Rate Plan and Product guidance for new and existing members
- Build strong relationships with our members

**Qualifications**:

- Proven ability to provide exceptional customer service
- Ability to achieve goals as part of a team
- Strong work ethic
- Possess the ability to diffuse and resolve problems
- Able to work to a flexible schedule
- Must have excellent attendance and punctuality record
- Exceptional time management skills and communication skills
- Able to work well as part of a team and independently
- Attention to detail
- Must be able to meet our Homeworking technical requirements

**Key (minimum) requirements - Personal**
- Working shifts between Monday to Sunday 8pm to 8am (40 hrs per week)
- Must be able to provide a suitable home-office environment which is free from noise and any distractions. (Desk and ergonomic chair are required)
- Must have a suitable alternative location from which to work in the event of an outage
- Strong PC skills and technical aptitude

**Key (minimum) requirements - Technical (to be updated)**
- A Windows Desktop / Laptop PC (Macs are not accepted)Windows 10 (or above) Operating System
- Internet access provided by a cable or DSL provider - WIRED CONNECTION AT ALL TIMES - WIRELESS CONNECTION IS PROHIBITED
- Router must be VOIP compatible
- **Minimum upload speed of 2.0 mbps and Minimum download speed of 5.0 mbps**

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