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Call Center Onboarding Manual

Created by:

Leonardo Nieto
General Manager

Reviewed by:

Kimberly Tirado
Chief Operating Officer

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Introduction
Company Overview
Horspower Car Rental | HPower Car Rental was created in 2015 in Miami, FL. From 2020, our
company started representing the NU Car Rentals franchise which provides us with online
reservations from over 40 different websites, with customers from all over the world. We currently
have three active locations.

Locations
Location Nashville, TN Miami, FL Charlotte, NC

Business 8:00 AM – 7:00 PM 9:00 AM – 7:00 PM Mon – Sat

8:00 AM – 9:00 PM everyday
Hours everyday 9:00 AM – 5:00 PM Sun
Location
+1 (888) 656-7383 Ext. 3 +1 (888) 656-7383 Ext. 1 +1 (888) 656-7383 Ext. 2
phone number
Location email
[email protected] [email protected] [email protected]
address
Corporate
+1 (877) 535 7117 +1 (877) 535 7117 +1 (877) 535 7117
phone number

Time zone Central Standard Time Eastern Time Eastern Time

1420 Donelson Pike, A5, 3947 NW 26th Street, 4121 S Stream Blvd,
Address
Nashville, TN, 37217 Miami, FL, 33142 Charlotte, NC, 28217
Distance from
15-20 minutes (3 miles) 5-10 minutes (1 mile) 15-20 minutes (6 miles)
airport
NU Car Rentals
NU Car Rentals (reservations)
(reservations) NU Car Rentals (reservations) Carwiz Rent a Car
Brands
HPower Car Rental (walk- HPower Car Rental (walk-ins) (reservations)
ins) HPower Car Rental (walk-
ins)
Business hours only.
Business hours only.
Pickup: Ground
Business hours only. Pickup and Drop-off: Zone 1
Transportation Center at
Pickup and Drop-off: Shuttle Shuttle Pickup area outside
Shuttle Shuttle/Bus/Hotel area
Station 4 of Car Rental Center of Baggage Claim
Drop-off: Departures area
Last shuttle: 8:55 PM Last shuttle: 6:30 PM (4:30
in the airport
PM Sundays)
Last shuttle: 6:55 PM
Reservations 621 (NU)
622 601
Pre-fix APRL, ACWT (Carwiz)
Rental
Agreements 561 347 982
Code
Branch
Edhi Lima Leonardo Nieto Andrea Hoyos
Manager

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Organizational Structure
- Chief Executive Officer – Chief Operating Officer (ownership)
o Locations:
▪ Branch Manager
• Claims Manager
• Backoffice Manager
• Sales Rental Agents
• Call Center Agents
▪ Branch Fleet Manager
• Returns Agents
• Car Washers
▪ Pricing Manager

Vehicle Categories
Nashville:

Category SIPP Code Make / Model (example) Passengers Baggage

Economy ECAR Chevy Spark 4 2
Compact CCAR Nissan Versa 4 2+2
Midsize ICAR Nissan Sentra 5 2+2
Fullsize FCAR Nissan Altima 5 2+2
Premium Sports UCAR Dodge Charger GT 5 2+2
Compact SUV CFAR Nissan Kicks 5 2+2

Miami:

Category SIPP Code Make / Model (example) Passengers Baggage

Economy ECAR Chevy Spark 4 2
Compact CCAR Nissan Versa 4 2+2
Midsize ICAR Nissan Sentra 5 2+2
Fullsize FCAR Nissan Altima 5 2+2
Premium Sports PCAR/UCAR Dodge Charger GT 5 2+2
Compact SUV CFAR Nissan Kicks 5 2+2
Standard SUV SFAR Nissan Rogue 5 3+2
Premium 4x4 SUV UFBR Jeep Wrangler 5 3+2
Fullsize SUV FFAR Dodge Durango 7 3+2
7 Passenger Minivan MVAR Chrysler Pacifica 7 4+2

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Charlotte:

Category SIPP Code Make / Model (example) Passengers Baggage

Economy ECAR Chevy Spark 4 2
Compact CCAR Nissan Versa 4 2+2
Midsize ICAR Nissan Sentra 5 2+2
Fullsize FCAR Nissan Altima 5 2+2
Compact SUV CFAR Nissan Kicks 5 2+2
Midsize SUV IFAR Nissan Rogue 5 3+2

Module 1: Rental policies and rules

Driver’s qualifications
Age requirements
Location Nashville, TN Miami, FL Charlotte, NC
Minimum age to rent 21 years old 21 years old 21 years old
Drivers under 25 Drivers under 25 Drivers under 25
Young Drivers
years old years old years old

Identification requirements
Each rental includes only one driver (additional drivers can be added at rental counter at an
additional price), who must be the person listed on the reservation, also called renter. Every renter
must bring the following documents at pickup time:

1. Physical Valid Driver’s License (DL)

• Photos, and/or digital driver’s licenses are not accepted.
• Learner’s permits are not accepted. Restricted licenses are not accepted.
• Driver’s license must be in roman alphabet. If not, customers must bring international
driver’s permit.
2. Physical Passport (if international).
• Photos of passports are only accepted at the rental counter with the manager’s approval.
3. Physical credit card with chip and all information printed on the card.
• The credit card must be under the renter’s name. If the renter wants to use someone
else’s credit card, this person must be present and must be added as an additional driver
(therefore must comply with all the driver’s qualifications as well).
• Accepted credit cards are VISA, Mastercard, American Express, and Discover.
• Chime cards and Apple cards are not accepted.

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Mileage, geographical restrictions and local renter restrictions

Mileage and geographical restrictions
All our rentals (except for local renters) are provided with unlimited mileage. However, geographical
restrictions apply:

Location Nashville, TN Miami, FL Charlotte, NC

States permitted TN, SC, NC, KY, and GA FL NC, SC, and VA
$1,000.00 + $0.50 per $1,000.00 + $0.75 per $1,000.00 + $0.50 per
Geographical
mile driven outside mile driven outside mile driven outside
restrictions fee
permitted area permitted area permitted area
Available in some Available in some Available in some
Out-of-state fee
cases with manager’s cases with manager’s cases with manager’s
(add-on)
approval* approval* approval*
* If a customer specifically inquires about an exception to drive outside the permitted area, you can
ask the state to which they will be driving to and advise that you will be contacting the location’s
manager to confirm, however, since it may take a while to get an answer, you can recommend the
customer to visit our facilities so they can directly request the exception over there and inform that it
may have an additional charge.

Local renter restrictions

Local renters are subject to certain restrictions as they are considered riskier than customers coming
from other states or countries.

Location Nashville, TN Miami, FL Charlotte, NC

Local Renters TN residents FL residents NC and SC residents
Mileage
100 miles per day 50 miles per day 100 miles per day
restriction
Fee for exceeded
$0.50 per mile $0.75 per mile $0.50 per mile
mileage
Extra mileage Available at rental Available at rental Available at rental
(add-on) counter* counter* counter*
Must have their own Must have their own Must have their own
Insurance full coverage full coverage full coverage
insurance* insurance* insurance*
* If a local renter specifically inquires about an exception to drive more miles than allowed, or an
exception to purchase insurance with us, you can advise that you will be contacting the location’s
manager to confirm, however, since it may take a while to get an answer, you can recommend the
customer to visit our facilities so they can directly request the exception over there and inform that it
may have an additional charge.

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Toll system policies

Tolls are fees charged for using certain roads, bridges, tunnels, or express lanes. Most toll roads in
the U.S. are now cashless, meaning drivers cannot pay with cash at the toll gates. Instead, tolls are
paid electronically through either a toll transponder installed in the vehicle or by toll-by-plate.

Our company has specific toll system policies that apply for all locations, such as:

• Customers cannot use their own toll transponder and cannot remove our transponder from
the vehicle. The fee for removing it is $450.00.
• Customers who decline our toll system options are subject to a $25.00 penalty per each
electronic toll passed during their rental, capped at $250.00, plus the cost of each toll.
• Customers who decline our toll system options may have higher security deposits.

Location Nashville, TN Miami, FL Charlotte, NC

Toll-by-plate and
Toll transponder Toll transponder
Toll system used Toll-by-plate
(SunPass) (SunPass or NC Quick
Pass)
Prepaid Toll System Prepaid Toll System
Toll system
Prepaid Toll System Toll System Activation Toll System Activation
options
(only at rental counter) (only at rental counter)
There are no tolls in TN, There are a lot of toll
so it is only roads in FL and it is There are several toll
Recommended? recommended to difficult to avoid them roads in NC so it is
customers going to NC, so it is highly highly recommended.
SC, KY, and GA. recommended.

Prepaid Toll System

Service that provides customers with unlimited access to toll roads during their trip. It is not offered
to local renters.

Toll System Activation

Service that allows customers to use electronic toll roads during their trip but excludes any toll
consumption. The total amount for toll consumption will be charged at the end of the rental from the
security deposit on file.

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Insurance
All renters are required to provide proof of collision and liability insurance (full coverage). Otherwise,
they must purchase insurance at the rental counter.

Collision Insurance Third-Party Liability Insurance

Covers damages to the rental vehicle Covers damage caused to third parties
Mandatory to rent a car but optional by law Mandatory to rent a car and by law
Measured by deductible Measured by limits. Each State has different
minimum limits required
Can be provided by: Can only be provided by customer’s own
1. Customer’s own insurance insurance
2. Certain credit cards
3. Purchased online

Customer’s own insurance

Renters using their own insurance when renting a car with us must bring their declaration’s page at
pickup time confirming full coverage. The insurance policy must be valid for at least three months
prior to the rental and under the renter’s name.

Accepted insurance companies (for all locations):

Main List: All State, AMICA, Geico, Liberty Mutual, Progressive, State Farm, and USAA.

Secondary List: AAA, Alfa, American Family, Arbella, Auto Owners, Aviva Canada, California
Casualty, Country Financial, Elephant, Erie, Esurance, Farm Bureau, Farmers, Hanover, Mercury,
MetLife, Nationwide, NJM, PEMCO, Penn, Plymouth Rock, Root, Safeco, Shelter, The Hartford,
Travelers, and Wawanesa.

Credit card collision insurance

Certain credit cards provide a collision coverage for rental vehicles free of charge to their
cardholders. When a customer opts to use their credit card collision coverage, they are lacking third-
party liability insurance, which is required to rent and therefore must be purchased with us.

Credit cards that provide collision coverage:

Visa Infinite, Visa Signature, Visa Platinum, Mastercard World Elite, Mastercard Black, any American
Express.

Online collision insurance

Customers can sometimes purchase collision coverage for the rental vehicle online. Just like credit
card coverage, these policies always exclude third-party liability insurance, which is required to rent
and therefore must be purchased with us.

Online collision insurance companies:

Travel Guard, Allianz, Rental Cover, and Generali.

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Our insurances
Third-Party Liability (TPL)
Our coverage for third parties in case of an accident. It does not cover the rental
vehicle. Mandatory for all renters using credit card collision coverage or online
collision coverage. It complies with minimum state limitations.

Collision Damage Waiver (CDW)

Our coverage for the rental vehicle and third-party liability (full coverage). Mandatory
for all renters that are unable to provide proof of collision coverage (either their own,
credit card, or online). It varies depending on deductible. A deductible is the
responsibility of the renter for physical damage to the vehicle. CDW is not insurance;
it waives responsibility for physical damage to our rental vehicle.

Extended Protection (EP)

Supplemental coverage which may be mandatory when a renter is using their own
insurance but their policy does not comply with our requirements such as: providing
declaration’s page, having a policy valid at least three months prior to the rental,
and/or having an insurance company of the secondary list.

Roadside Assistance Coverage (RAC)

Optional service that provides the renter with breakdown assistance (where
available) during operating hours. RAC includes flat tire service, jump-start, keys/key
fobs replacement, and battery replacement. Costs of tire(s) replacement, key(s)
replacement, and battery replacement are not included in this coverage. RAC is not
insurance; it waives service and delivery fees for the services mentioned above. It is
usually not offered to our renters but it is available upon request.

Glass & Tire Coverage/Protection

Optional coverage for damage to tires and glass. It waives the renter’s responsibility
in case of any damage to tires and/or glass. Glass and Tire Coverage does not cover
towing services.

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Insurance Flowchart

Security deposit
A security deposit is an amount of money that is temporarily held on a customer’s credit card at
pickup time of the rental as a security measure in the case of after rental charges such as damages,
parking/traffic fines, late returns, among other fees. If there are no charges to be assessed at the end
of the rental, the security deposit is released completely back to the customer’s credit card within 5
to 10 business days.

All rentals are subject to a security deposit and their amount is determined by our system at the rental
counter. Cash and debit cards are not accepted for security deposit. We can only provide a security
deposit range via telephone:

Security Deposit Range: $350.00 - $1,000.00 (for all locations).

Returns and fuel

Returns and grace periods
All our rental vehicles must be returned to the same location where they were picked up, at or before
the date and time previously scheduled for returning.

• If a customer fails to return the vehicle to the same pickup location, a recovery fee of up to
$350.00 applies.

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• Grace period for returns is 60 minutes (for all locations). Exceeding this grace period results
in one additional day of rental being charged.
• If a customer returns while our locations are closed, we have an after-hours return process
available.

Fuel
All our rental vehicles use regular gasoline (87-octane) and must be returned with the same level of
fuel that was originally provided. No credit is granted for returning a vehicle with more fuel than
provided. If a vehicle is returned with less fuel, a charge of $7.00 per fuel gallon applies, unless
prepaid fuel (add-on) is purchased.

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Module 2: Understanding the rental process

Online Reservations
Most of our rentals come from online reservations. We also assist walk-ins.

Brokers
A broker is a third-party platform that customers can use to reserve
a rental car with our company. These platforms are usually travel
engine websites (also called Online Travel Agencies, OTAs). The
list to the right includes all the current brokers for NU Car Rentals.

Reservation types
Depending on the payment:

• Prepaid: the reservation has been prepaid online through

the broker (NU and Carwiz).
• Pay-on-arrival: the reservation must be paid at pickup
time. Usually, customers are not charged for anything
when making this reservation, however, some brokers may
charge a brokerage fee or may offer online insurance (only
NU).

Depending on the coverage:

• Inclusive: the reservation includes a basic Collision

Damage Waiver (CDW). An upgraded CDW may be offered
at the rental counter.
• Exclusive: the reservation does not include any type of
insurance.

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Pickup process and add-ons pricing

When picking up a rental car, customers must visit our offices to start the check-in process, they can
either arrive on their own or they can request a shuttle service from the airport to the location, where
they will be assisted by a Rental Agent who will verify the renter complies with all necessary
requirements, understands the rules and policies, and (if possible) purchases additional services
(add-ons), which are explained in detail below:

Coverages
Add-on Price Nashville, TN Price Miami, FL Price Charlotte, NC
CDW with $2,500.00 excess
$19.99 per day $19.99 per day $19.99 per day
(deductible)
CDW with $1,500.00 excess
$24.99 per day $24.99 per day $24.99 per day
(deductible)
CDW with $500.00 excess
$29.99 per day $29.99 per day $29.99 per day
(deductible)
CDW with $0.00 excess
$34.99 per day $34.99 per day $34.99 per day
(deductible)
Third-Party Liability (TPL) $24.99 per day $24.99 per day $24.99 per day
Extended Protection (EP) $24.99 per day $24.99 per day $24.99 per day
Roadside Assistance (RAC) $14.99 per day $14.99 per day $14.99 per day
Tire & Glass Protection Not available. Not available. Not available.

Services
Add-on Price Nashville, TN Price Miami, FL Price Charlotte, NC
Prepaid Toll System $13.95 per day $13.95 per day $13.95 per day
$9.99 per day $9.99 per day
Toll System Activation Not available.
Local renters only Local renters only
$9.99 per day $9.99 per day $9.99 per day
Additional drivers
capped at $99.99 capped at $99.99 capped at $99.99
Additional drivers (spouses) $5.75 per day $5.75 per day $5.75 per day
Depends on Depends on Depends on
Upgrades availability and availability and availability and
current rates current rates current rates
$65.00 for sedans
$65.00 for sedans $65.00 for sedans
Prepaid fuel $85.00 for SUVs and
$85.00 for SUVs $85.00 for SUVs
Minivans
Only at rental Only at rental Only at rental
Out-of-state fee
counter counter counter

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Equipment
Add-on Price Nashville, TN Price Miami, FL Price Charlotte, NC
$9.95 per day $9.95 per day $9.95 per day
Baby car seat (0-4 years)
capped at $99.95 capped at $99.95 capped at $99.95
$5.25 per day $5.25 per day $5.25 per day
Booster seat (5-9 years)
capped at $52.50 capped at $52.50 capped at $52.50
$10.75 per day $10.75 per day $10.75 per day
GPS
capped at $107.50 capped at $107.50 capped at $107.50
SIM Card $50.00 one time $50.00 one time $50.00 one time

Fees
Add-on Price Nashville, TN Price Miami, FL Price Charlotte, NC
Young driver fee (under 25) $17.75 per day $17.75 per day $17.75 per day
Only at rental Only at rental Only at rental
Debit card fee
counter counter counter
Extra mileage for local Only at rental Only at rental Only at rental
renters counter counter counter

Taxes (included in the reservations)

For Nashville, TN:

Tax Price
Airport Fee 11.11% of subtotal
VAT 9% of subtotal
Customer Facility Charge $4.50 per day
Energy Recovery $0.60 per day
Concession Recovery Fee 11% of subtotal
Convention Center Surcharge 1% of subtotal
Tennessee Surcharge 3% of subtotal

For Miami, FL:

Tax Price
Airport Fee 10% of subtotal
Vehicle License Fee $1.15 per day
Florida Surcharge $2.00 per day
Sales Tax 7% of subtotal

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For Charlotte, NC:

Tax Price
VLF CLT $0.50 per day
AP Fee 10% of subtotal
ERF Energy CLT $1.00 per day
NC Surcharge $1.00 per day
City Gross Rcpts Tax 1.5% of subtotal
County Gross Rcpts Tax 1.5% of subtotal
NC Highway Tax 8% of subtotal
NC U-Drive-It Tax 5% of subtotal

During the rental

Once a renter completes the pickup process, the reservation (with number starting in 601/622/621)
turns into a rental agreement (with number starting in 347/561/982).

During a rental period, a customer may still contact us with requests such as:

Extensions
When a renter contacts us to extend their active rental agreement. We can accept extensions of up
to 3 days via phone. Extensions for longer periods must visit our rental office. When extending via
phone, renters must confirm via email and submit the extension payment through a link sent via
email as well. We provide renters with 24 hours to submit payment through these links to prevent
additional charges.

The specific procedure for an extension request will be established in Module 6 (Common calls and
procedures), which will be available at any time in the RingCentral templates.

Add-ons Requests
When a renter contacts us to request to add an additional service that was initially not taken at our
rental counter. The only service that can be accepted for purchase after completing the pickup
process is the Toll System (Prepaid and Activation), and it would be billed for the entire rental period.
Any other services, such as additional drivers or any coverage, are not accepted for purchase after a
pickup has been completed. Just like extensions, renters must confirm via email and submit
payment through the link sent when purchasing the toll system service.

The specific procedure for a toll system request will be established in Module 6 (Common calls and
procedures), which will be available at any time in the RingCentral templates.

Roadside Assistance
Renters may also contact us to report any type of incident during their rental, such as car accidents,
flat tires, mechanical issues, lost key fobs, among others. We have different procedures for every
case and these must always be reviewed by a supervisor.

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Drop-Off and after the rental

Drop-Off
When the rental period comes to an end, the renter must bring the vehicle back to the same location
where they picked up the vehicle (our offices, at the date and time specified on the rental agreement,
or within the grace period provided). Renters can also return after-hours, however, there is no shuttle
service when our offices are closed.

Upon returning, our returns agents are responsible for inspecting the vehicles and for providing
shuttle services back to the designated drop-off area in the airport.

After the rental

Once the rental is finished, the rental agreement goes through a back-office revision process, where
we can identify if the renter has any outstanding balance due to us, and/or if the security deposit can
be released in full. Security deposits usually take 5-10 business days to be released but may take up
to 20 business days in some cases (as stipulated in our Rental Agreement Terms & Conditions).

Drop-Off Fees and After Rental Fees

Fee/Charge Price Nashville, TN Price Miami, FL Price Charlotte, NC
Late Return Same to daily rate Varies per season Varies per season
Gas Refill $7.00 per gallon $7.00 per gallon $7.00 per gallon
SunPass Removal N/A $450.00 $450.00
Smoking Fee / Cleaning Fee $350.00 $350.00 $350.00
Additional Miles Driven $0.50 per mile $0.75 per mile $0.50 per mile
(Local renters)
Cross Border Restriction $1,000.00 $1,000.00 $1,000.00
Fee
Vehicle Damage Varies per damage Varies per damage Varies per damage
Deductible Varies per coverage Varies per coverage Varies per coverage
Lost/Damaged Key Fob Varies per vehicle Varies per vehicle Varies per vehicle
Recovery Fee $350.00 $350.00 $350.00
Roadside Assistance Varies per case Varies per case Varies per case
Toll Consumption N/A Varies per rental Varies per rental
Toll Violations $25.00 per toll $25.00 per toll $25.00 per toll
Parking/Traffic Fine Varies per fine Varies per fine Varies per fine
Tire Repairs / Replacement Varies per case Varies per case Varies per case

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Module 3: Rental software and other tools

Reservations portal (Affiliates)
Every NU Car Rentals reservation can be located in their reservation portal called ‘Affiliates’. This
web-based system is used before a reservation is turned into an active rental. It is important to note
that this portal is provided directly by NU Car Rentals (corporate), and therefore, they have access to
it. We must always make sure that any comments and/or changes we make are accurate and with no
errors.

Click here for a quick tutorial about how to use Affiliates.

Our rental software (HQ)

This is our main web-based rental software, called ‘HQ’. Here you can find any information regarding
a specific rental, such as customer information, charges, payments, refunds, rental agreement
(contract), and you can also make actions like extensions, adding additional services, among other
things. This system also includes our fleet information (list of vehicles) in real time and it can be
filtered into available vehicles, out of service vehicles, rented vehicles, etc.

Click here for a quick tutorial about how to use HQ.

Phone and SMS software (RingCentral)

RingCentral is our web-based (can also be installed on your PC) software for receiving incoming calls
as well as making outbound calls. It is also used for SMS.

In this software we store every common call procedure as templates, so you can access them real
time while on a call.

Click here for a quick tutorial about how to use RingCentral.

Email ticketing software (Keeping)

Even though we have default emails in ‘HQ Email Templates’ section, any customer’s response is not
stored in that software, as it is not intended for interaction with customers. Therefore, we use an
email ticketing web-based software called ‘Keeping’. Here you can see any customer’s responses to
a default email previously sent through HQ, and/or any other email that a customer sends us, and
you can write custom emails to customers as well.

These emails are converted into tickets that can therefore have different status, tags, can be assigned
to different agents, among other functions. This software is used for all locations and is separated
into an individual ‘mailbox’ per location.

Click here for a quick tutorial about how to use Keeping.

Group chats
All internal communication with the team will be handled through WhatsApp group chats. You will be
added to two group chats per location:

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1. Main group chat.

Every staff member of the location will be included in this group chat. The main purpose of this
group chat is to have daily records of every customer who is assisted as well as to provide any
reports, goals, and results for the staff. You must use this group chat to provide any relevant
information that needs to be received by other staff members such as shuttle service requests,
which shuttle drivers must receive to operate the shuttle in a timely manner.

2. Customer Support group chat.

This group chat is exclusive for call center agents and management. In this group chat you must
communicate any information that is only intended for other call center agents and/or
management to review. This group chat also serves as a ‘support’ chat for any concerns or
questions that may arise during a call so more experienced agents or managers can assist you.

This group chat is also used to notify whenever you start/end your shift or breaks, and/or if you
have any connection issues.

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Daily Spreadsheets
Just like our ‘Daily Manifest’ in HQ, we use a ‘Google Spreadsheet’ per month of the year to keep
records of every day’s pickups and returns. Every monthly spreadsheet will be split into individual
pages per day of the month. Spreadsheets are per location.

These spreadsheets can be accessed by any staff member and can be accessed and edited in real
time as they are stored in the cloud. You must notify your supervisor if you are unable to open a
specific spreadsheet or if it is not shared with you.

Below is a snapshot of an example of our Miami location daily spreadsheet.

• Reservations picked up and returned completed are yellow.

• Reservations pending to be picked up and returned that have not arrived are white.
• Reservations unqualified (cancelled at rental counter) are red.
• Reservations cancelled pre-arrival (via phone, email, or SMS) are blue.
• Reservations that did not show up are gray.
• Returns that extended their rental are light blue.
• Refunds (if existing) are magenta.
• Payments processed via payment link (if existing) are green.
• Payments that are not related to a pickup of that day are orange.

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Module 4: Call center guidelines

Work schedules and breaks
Work schedules
Every agent is assigned a fixed 40-hour weekly schedule. Hours can be divided into 4 days of 10 hours
daily or 5 days of 8 hours daily. Every agent must announce their start of shift and the end of shift
every day on the Customer Support group chat. Schedules are composed of blocks:

Block A: 6:00 AM – 2:00 PM

Block B: 8:00 AM – 4:00 PM

Block C: 10:00 AM – 6:00 PM

Block D: 2:00 PM – 10:00 PM

Block E: 4:00 PM – 12:00 AM

Breaks
Every agent can enjoy two breaks every day: one 30-minute break and one 15-minute break.

The following parameters apply for these breaks:

• Every agent must announce the start and the end of their breaks on the Customer Support
group chat. Please announce which break you are taking (15 minutes or 30 minutes).
• Breaks cannot be consecutive, meaning agents cannot have a full 45-minute break.
• Breaks cannot be taken less than an hour away from the start or end of your shift.
• Agents cannot have breaks at the same time since the phone line must always have at least
one agent active. If an agent is taking a break, you must wait until the end of their break to
take yours. The only exception is from 2:00 PM to 4:00 PM, when a maximum of two agents
can have breaks at the same time.

Note: if you have any connection or power outage issues, please notify in the Customer Support
group chat. Make sure to specify if you are still connected while the issue is resolved, or if you are
unable to take calls. Once you can take calls again, make sure to notify as well. Any lost working
hours will have to be compensated at the end of the shift.

Daily tasks
Answering incoming calls
This is the main responsibility of the Call Center Team. Every agent in shift must be available to take
queue calls unless when on bathroom or lunch break. Every incoming call is directed evenly between
agents to have a fair workload distribution.

Keep in mind that all calls are recorded and reviewed by supervisors to ensure quality of the service.

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Key points when answering incoming calls:

• It is essential that any queries are addressed in a timely manner and without hesitation,
especially when it comes to policies and rules, as these are the ‘alphabet’ for this position.

• You must prevent calls from exceeding the 10 minutes duration, as this is the amount of time
that another call can be waiting in line. The average time per call should not exceed 3 minutes.

• Whenever you need to escalate a case or review any information or procedure, make sure the
caller is placed on hold to prevent ‘silence time’ in your calls.

• Always make sure that scripts are followed. You can mix/vary words from the scripts to make
the calls more spontaneous, but always in a professional and polite manner.

• Whenever callers get frustrated, make sure to use de-escalation techniques and do not fall
in the ‘customer’s game’, meaning you must lean in your initial point or resolution, instead of
getting in a mix-up with the customer.

• Do not share any personal information during a call, and do not take any call on a personal
level.

• Keep in mind that you, as a Call Center Agent, are the first impression of our company to
customer’s eyes, meaning customers will judge our company based on the quality of the
service provided during a call.

Monitoring email inbox and ticket assignment

Another primary responsibility of the Call Center Team is our customer service via email. Therefore,
you must make sure our inboxes are constantly updated, with tickets being addressed accordingly,
either by assigning them to the appropriate agent or supervisor, answering them, and/or closing
them.

The following type of emails should be addressed by any agent on shift as there are templates in
Keeping for these cases:

• Return images (of an after-hours return).

• Corporate requesting signed rental agreements or closed agreements.
• Corporate verifying status of a reservation.
• Complaint about toll violations (request of toll report).
• Complaint about security deposit release (within the timeframe of 5-10 business days).

Any other email regarding damages, complaints, claims, or any other case must be assigned to the
manager of the location.

Monitoring the overdue returns table in HQ’s dashboard

Just like monitoring our email inbox, every agent must make sure that our returns arrive on time, and
that any return that becomes overdue is contacted to confirm the time they will be returning and the
additional charges that will apply (one extra day after grace period has passed).

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• If an overdue return would like to extend, you can follow the standard extension procedure.

• Always notify the location main group chat of any overdue return to confirm that there were
no system errors before contacting the customer. In addition, please notify that you will be
contacting that customer to prevent another agent from contacting them.

• If an overdue return does not answer a phone call, we can send the ‘Late Return’ email
template from HQ. Please notify the location group chat that the late return email was sent.

• Make sure to add any relevant comment to HQ after contacting the customer.

Pickup confirmations (SMS, email, and phone)

Another primary responsibility of the Call Center Team is to confirm reservations with customers to
reduce the number of no-show reservations. For this reason, we have a process for pickup
confirmations through Phone and SMS. This task and its script and templates can also be found in
RingCentral templates.

• SMS:

This task must be handled by Block A agents every day at 6:00 AM (Miami Time Zone) for next-
day reservations and any new same-day reservations that have a phone number registered in
the reservation. The SMS template is found in RingCentral. If a customer replies to cancel, you
must call them back. You must check for responses until the end of shift and adjust each
reservation respectively in HQ.

• Phone:

This task must be handled by Block B agents every day starting at 2:00 PM for next-day
reservations that have a phone number registered in the reservation and are not confirmed via
SMS. You must adjust each reservation respectively in HQ.

Following up on late pickups

If a reservation is 1 hour passed their pickup time and they still haven’t shown up (we can confirm
this in HQ by checking they are still OPEN and NOT ready for pickup), we must make one follow up
call with them to confirm their status and to avoid losing the customer.

Block B agents must call reservations that were previously confirmed to pick up between 8:00
AM and 12:45 PM one hour after their pickup time has passed.

Block D agents must call reservations that were supposed to pick up between 1:00 PM until
closure, one hour after their pickup time has passed. *

* Reservations with a pickup time less than 2 hours before closing time must be called by Block
D agents at the same pickup time to inform our business hours and to confirm if the customer
will be arriving on time (if a reservation is unable to arrive before closing time, they must pickup
the next day).

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Marking same-day reservations for potential positive reviews

To ensure we keep a good service score with our brokers, we mark certain reservations as ‘potential
positive reviews’ on a daily basis on Affiliates with a comment that contains the letter ‘R’.

This task must be completed every day by Block A agents at 6:00 AM (Miami Time Zone) for same-
day reservations that meet certain requirements. These requirements are provided by supervisors
and vary per location depending on the season, monthly goals, and service score with certain
brokers.

Capturing positive reviews

After the previously marked reservations are assisted at the rental counter, rental agents aim to
provide the best possible service for these reservations, and if the customer’s feedback is positive,
they mark them in HQ with a comment that contains the word ‘REVIEW’.

Every day, Block B agents at any time during their shift must call every customer whose agreement
contain the ‘REVIEW’ comment in HQ to confirm if the renter had a positive experience with us and
to kindly ask if they would be willing to review us online. Before this call, make sure you know the
broker for this reservation.

If the customer describes the experience as positive and they are willing to review us online, the agent
must send the applicable ‘Review’ email template from HQ. There are three review templates:

• Priceline Review (for Priceline customers): We must call Priceline customers two days
after the rental is returned. This email contains a quick explanation about how to review us
on Priceline and it also contains the link for a Google review.

• Expedia Review (for Expedia customers): We must call Expedia customers two days after
the rental is picked up. This email contains a quick explanation about how to review us on
Expedia and it also contains the link for a Google review.

• Google Review (for customers from any other broker). We must call two days after the
rental is returned. This email contains a link to our Google Review landing page for customers
to leave us a review.

Lastly, please refer to the Review Callbacks Spreadsheet to fill out the calls you issued and its results.

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Daily tasks summary

Task Interval Agents Responsible
Answering incoming calls Always Any agent on shift

Monitoring inbox and ticket assignment Every hour Any agent on shift

Monitoring overdue returns Every hour Any agent on shift

Block A at 6:00 AM for next-day
Pickup confirmation (SMS) Once a day reservations and same-day new
reservations
Block C at 2:00 PM for next-day
Pickup confirmation (phone) Once a day
reservations that did not confirm via SMS
Block B and Block D for same-day
Follow up on previously confirmed
Once a day reservations 1 hour after pickup time is
reservations
passed
Marking same-day reservations for Block A at 6:00 AM
Once a day
potential positive review for same-day reservations
Block B at any time for rentals that picked
Capturing positive reviews (Expedia) Once a day
up two days ago
Capturing positive reviews (Priceline Block B at any time for rentals that
Once a day
and any other broker) returned two days ago

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General Scripts
The following scripts are general for inbound calls and for outbound calls related to daily tasks.

Inbound Script
Introduction:

EN: Thank you for calling NU Car Rentals, this is *your name*. May I please have your first and last
name?

ES: Gracias por llamar a NU Car Rentals, mi nombre es *su nombre*. ¿Me puede proporcionar su
nombre y apellido por favor?

After the customer responds:

EN: Thank you, Sir/Ma’am. How may I help you?

ES: Gracias Sr./Sra. ¿Como le puedo ayudar?

After the customer explains the reason for their call:

EN: It will be my pleasure to assist you with this. / I will be more than happy to take a look into this for
you.

ES: Sera un placer para mi asistirlo con esto / Con gusto lo asistiré con esta solicitud.

If the call is related to a reservation:

EN: May I please have your confirmation number?

ES: ¿Me puede proporcionar su número de confirmación, por favor?

If the call is related to an active or previous rental:

EN: May I please have your rental agreement number?

ES: ¿Me puede proporcionar su número de contrato, por favor?

If the call is related to ROADSIDE ASSISTANCE:

EN: I am sorry to hear this. First of all, are you in your vehicle and in a safe location?

ES: Lamento escuchar este inconveniente. ¿Primero que todo, se encuentra usted en su vehículo y
en un lugar seguro?

If the call requires placing the customer on hold:

EN: Do you mind if I place you on a brief hold while I take a look into this for you?

ES: ¿Me permite ponerlo en una breve espera mientras reviso su solicitud?

If the customer insists on speaking with a supervisor:

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EN: Unfortunately, there are no supervisors available to take your call at the moment, but I will do my
best to assist you with this inconvenience.

ES: Desafortunadamente no tengo un supervisor disponible para transferir su llamada en este

momento, pero hare lo posible para asistirlo con este inconveniente.

At the end of the call:

EN: Is there anything else I can do for you today? If not: Thank you for calling NU Car Rentals. It was
a pleasure to assist you.

ES: ¿Hay algo más con lo que le pueda asistir? Si la respuesta es no: Gracias por comunicarse con
nosotros, fue un placer asistirle el día de hoy.

INTERNAL: To end the call, we must wait for the customer to disconnect. We should NEVER hang up
on the customer. If a customer stops responding and the call remains connected, we must ask three
times if they are still on the line and if there is anything else we can assist with.

Outbound General Script

Introduction:

EN: Hello, this is *your name* from NU Car Rentals, am I speaking with *customer name*?

ES: Hola, le habla *su nombre* de parte de NU Car Rentals, estoy hablando con *nombre del
cliente*?

After the customer responds:

EN: Thank you. We are calling regarding… (a reservation, a rental agreement, a specific case, etc.) Is
this a good time to talk?

ES: Gracias. Estamos llamando sobre… (una reservación, un contrato, un caso específico, etc.)
¿Tiene un minuto para conversar?

If the call goes to Voicemail:

EN: Hello, we are calling from NU Car Rentals regarding… (a reservation, a rental agreement, a
specific case, etc.) Please give us a call back at (888) 656-7383 as soon as possible. Thank you and
have a great day!

Pickup Confirmation Script

Introduction:

EN: Hello, this is *your name* from NU Car Rentals, am I speaking with *customer name*?

ES: Hola, le habla *su nombre* de NU Car Rentals, estoy hablando con *nombre del cliente*?

After the customer responds:

EN: Thank you. We are calling to confirm your reservation with us for tomorrow at and to see if you
have any questions or doubts about the pickup process or about how to get to our offices.

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ES: Gracias. Estamos llamando para confirmar su reservación con nosotros para el día de mañana.
Queremos saber si tiene alguna pregunta o duda sobre el proceso de recogida o sobre cómo llegar
a nuestras oficinas.

If the call goes to Voicemail:

EN: Hello, we are calling from NU Car Rentals to confirm your upcoming reservation with us. If you
have any questions about the pickup process or how to get to our offices, please call us back at (888)
656-7383. See you soon!

Follow Up Pickup Script

Introduction:

EN: Hello, this is *your name* from NU Car Rentals, am I speaking with *customer name*?

ES: Hola, le habla *su nombre* de NU Car Rentals, estoy hablando con *nombre del cliente*?

After the customer responds:

EN: Thank you. We are calling to follow up on your reservation for today. We noticed you haven’t
picked up the vehicle yet, so we wanted to check if you're having any delays or if there is anything we
can assist you with.

ES: Gracias. Estamos llamando sobre su reservación para hoy ya que notamos que aun no ha
recogido el vehículo, así que solo queríamos saber si tendrá algún retraso o si hay algo mas con lo
que podamos asistirle.

If the call goes to Voicemail:

EN: Hello, we are calling from NU Car Rentals to follow up on your reservation for today because it
looks like you haven’t picked up the vehicle yet so, please call us back at (888) 656-7383 if you need
any assistance. We are here to help!

Review Capturing Script (Expedia and/or Priceline)

Introduction:

EN: Hello, this is *your name* from NU Car Rentals, am I speaking with *customer name*?

ES: Hola, le habla *su nombre* de NU Car Rentals, estoy hablando con *nombre del cliente*?

After the customer responds:

EN: Thank you. We just wanted to check in with you and see how we did and how you would rate your
rental experience with us.

ES: Gracias. Queríamos comunicarnos con usted solo para saber cómo calificaría su experiencia
rentando con nosotros.

If feedback was positive:

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EN: I am glad to hear that. Before I let you go, it seems that you booked with us through
*Priceline/Expedia*, is that correct?

ES: Me alegra escuchar eso. Antes de colgar, veo que usted reservó con nosotros a través de
*Priceline/Expedia*, es correcto?

If answer is yes:

EN: Awesome, you should’ve received an email from them asking you to rate your experience with
us. We would definitely appreciate if you could help us with a good review since we are working on
improving our score with them. Thank you in advance and have a great day!

ES: Perfecto, usted debió haber recibido un email de parte de ellos pidiéndole que califique su
experiencia con nosotros. Realmente apreciaríamos su colaboración con un buen review ya que
estamos trabajando en mejorar nuestras calificaciones. Gracias de antemano y que tenga un buen
día.

INTERNAL: send *Expedia/Priceline* Review email template from HQ.

If answer is no:

EN: Oh, sorry, that must be an error in our system, but it’s okay. I just wanted to ask you if you could
help us by leaving us a good review since we are working on improving our ratings. If that’s okay with
you I will send you an email with a link so you can review us on Google. Thank you in advance and
have a great day!

ES: Entiendo, debe ser un error en nuestro sistema, pero no hay problema, quería preguntarle si nos
podría colaborar con un review positivo ya que estamos trabajando en mejorar nuestras
calificaciones. Si está de acuerdo, le enviare un email con un enlace para que nos califique a través
de Google. Gracias de antemano y que tenga buen día.

INTERNAL: send *Expedia/Priceline* Review email template from HQ.

If feeback was negative:

EN: I am sorry to hear that. I will make sure I pass along this information so we can improve this.
Thank you for your feedback and have a great day!

ES: Lamento escuchar eso. Me aseguraré de pasar esta información para que podamos mejorar esto.
Gracias por sus comentarios y que tenga un buen día.

INTERNAL: do not send any email and leave a comment in HQ.

If the call goes to Voicemail:

EN: Hello, we are calling from NU Car Rentals to follow up on your recent rental experience with us.
We sent you an email so you can review us online. We value your feedback. Have a great day!

INTERNAL: send *Expedia/Priceline* Review email template from HQ.

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Review Capturing Script (any other broker)

Introduction:

EN: Hello, this is *your name* from NU Car Rentals, am I speaking with *customer name*?

ES: Hola, le habla *su nombre* de NU Car Rentals, estoy hablando con *nombre del cliente*?

After the customer responds:

EN: Thank you. We just wanted to check in with you and see how we did and how you would rate your
rental experience with us.

ES: Gracias. Queríamos comunicarnos con usted solo para saber cómo calificaría su experiencia
rentando con nosotros.

If feedback was positive:

EN: I am glad to hear that. Before I let you go, I just wanted to ask you if you could help us by leaving
us a good review since we are working on improving our ratings. If that’s okay with you I will send you
an email with a link so you can review us on Google. Thank you in advance and have a great day!

ES: Me alegra escuchar eso. Antes de colgar, quería preguntarle si nos podría colaborar con un
review positivo ya que estamos trabajando en mejorar nuestras calificaciones. Si está de acuerdo, le
enviare un email con un enlace para que nos califique a través de Google. Gracias de antemano y
que tenga buen día.

INTERNAL: send Google Review email template from HQ.

If feeback was negative:

EN: I am sorry to hear that. I will make sure I pass along this information so we can improve this.
Thank you for your feedback and have a great day!

ES: Lamento escuchar eso. Me aseguraré de pasar esta información para que podamos mejorar esto.
Gracias por sus comentarios y que tenga un buen día.

INTERNAL: do not send any email and leave a comment in HQ.

If the call goes to Voicemail:

EN: Hello, we are calling from NU Car Rentals to follow up on your recent rental experience with us.
We sent you an email so you can review us online. We value your feedback. Have a great day!

INTERNAL: Si la llamada va a Voicemail igual se debe enviar email template de review y llenar la
información respectiva en el Sheet de Review Callbacks.

INTERNAL: send Google Review email template from HQ.

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Module 5: Common calls and procedures

This module will be presented and can be found at any time in the RingCentral templates so you can
have access to this information in real time while on a call.

General information
• Locations overview, vehicle categories, and policies (this information is also found in
Module 1 of this onboarding manual).
• Pricing (this information is found in Module 2 of this onboarding manual).
• Shuttle requests.
• After hours drop-off.

Rental requirements
• For identification.
• For age requirements.
• For security deposit.
• For insurance.

Modifications and cancellations

• Date/time change for upcoming reservation (before the rental).
• Toll system request (during the rental).
• Extension (during the rental).
• Cancellations.

Roadside assistance
• Flat tire and low tire pressure.
• Car Accidents.
• Lost key fob.
• Stolen vehicle.
• Towed vehicle.
• Flooded vehicles.
• Vehicle will not start.

Complaints
• Security deposit release.
• Other complaints.

Broker and corporate calls

• Reservation status.
• Customer complaints (through corporate or broker).
• Cancellations (through corporate or broker).

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Other calls
• Insurance claims.
• Bounce (luggage storage).
• Turo (third-party rental platform).

Module 6: Practice
This module will be presented through hands-on experience to help you refine all the information
learned throughout this training. Now that you have gained a solid understanding of our policies and
rules, rental process, softwares and tools, call center scripts and tasks, and common calls and their
procedures, it is time to put your knowledge into practice.

The practice session is divided into three key components:

1. Listening Exercises – You will listen and analyze real customer interactions from previous
calls handled by other agents to identify the processes used and how they handled certain
situations.

2. Roleplaying Scenarios – You will engage in guided roleplays that simulate various customer
situations, allowing you to practice scripts and procedures.

3. Live Calls – You will transition into handling actual customer calls under supervision,
applying everything you have learned while receiving real-time feedback.

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