Job description
The impact you’ll make:
This role will be a liaison between our company and its current and potential worldwide customers with the purpose of retaining and growing specialty customer business. Responsible to research, resolve and respond to customers regarding their pre, during and post car rental experience. Takes ownership for effectively resolving issues, complaints and inquiries from our high profile/valued corporate and other customers etc. Strives to keep customer satisfaction at the core of every decision and behavior to foster customer loyalty. Team members in this role are responsible for generating approximately $23M in revenue annually.
Essential duties and responsibilities, shown below, will vary accordingly based on assignment.
What you’ll do:
- Accurately clarify, research and communicate information to provide options that fulfill customer needs in response to inquiries, requests and requirements related to new and existing car rental reservations. As appropriate cross sell ancillary products & services to obtain and grow revenue.
- Insure that all interactions are in accordance with company policies and standards of customer service and professionalism. Customers include Prestige (Chairman's Club, President's Club, CEO, etc.), Corporate Tour and general consumer groups.
- Accurately clarify, research and communicate information to provide and implement solutions in response to customer inquiries, requests and issues related to past and future car rentals. Customers include Prestige (Chairman's club, President's club, CEO, etc.), Corporate Tour and general consumer groups.
- Accurately input required data into various company systems for tracking and retention of customer records. Insure that all interactions are in accordance with company policy and standards of customer service and professionalism.
- Provide highly accurate and prompt assistance, completion and processing of forms and/or reports related to reservation special handling requirements or requests.
- Coordinate forthcoming reservations and/or investigate customer service issues through telephone and email communication with field operations personnel. Insure accurate and timely completion of adjustments for customers. Prepare communications to customers using professional standards of vocabulary and grammar.
- Participate in special projects and/or conduct various other duties as may be required or assigned.
What we’re looking for:
- High School diploma. Minimum of 2 years current related experience in a customer care environment or inside sales.
- For work-from-home (WFH)roles, previous WFH experience is preferred
Required Knowledge, Skills ,Abilities and WFH requirements
- Excellent verbal and written communication skills
- Effective listening and telephone skills
- Strong negotiation, decision making, and problem-solving skills
- Strong analytical, mathematical skills and organizational skills
- Advanced computer skills using MS Outlook, MS Office and multiple specialized applications.
- Ability to handle complex customer issues while maintaining a positive attitude.
- Ability to demonstrate strong initiative to exceed expectations.
- Attention to detail, and ability to work independently and in teams.
- Ability to speak read and write English fluently.
- WFH employees must maintain a non-disruptive, distraction-free, designated, safe and ergonomically sound work environment where business information can be discussed and maintained in a confidential and secure manner. This is particularly important in customer-facing or Customer Care Center jobs where customer credit cards and personal information may be entered into Company systems.
- WFH employees must maintain high speed internet sufficient to provide secure, consistent and uninterrupted internet access necessary to perform their job, including attendance at video conferences or on meeting platforms. Use of a Company cell phone as a Wi-Fi “hot spot” for internet access should be limited to occasional use, such as when in attendance at an off-site meeting, internet outages or other emergency situations, and should not be used as your regular means of internet connection.
- Regular and punctual attendance is required.
- Training will be 4 weeks, Monday - Friday
Benefits:
We provide a competitive salary as well as bonus potential, in addition to comprehensive benefits that include Medical, Prescription Plans, Dental, Vision, Flexible Spending Accounts, Basic and Voluntary Life and AD&D, PTO, and 401K Savings Plan with company match of 6%.
The base salary for this position is $16.00 hourly. Factors which may affect starting pay within this range may include skills, education, experience and other qualifications of the successful candidate.
The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.
