Job Description

This is a Hybrid position based in Tulsa, OK

The impact you’ll make:  

Research, resolve and respond to customers regarding their Truck rental experience. This will cover all aspects, pre, during and post rental of the customer’s interaction with the company. Accurate communication of policies and procedures in conjunction with the empowerment guidelines to negotiate a mutually beneficial solution that fosters customer satisfaction and promotes customer loyalty. Achieve and maintain performance expectations of a statistical and qualitative nature which will include professional and efficient handling of the customer call/email interactions and accurate completion of the administrative and follow-up duties when required. Essential duties and responsibilities, shown below, will vary accordingly based on assignment.

What you’ll do:  

Essential Duties and Responsibilities

• Own the interaction with customers by delivering outstanding service to drive and build loyalty, improve retention, and achieve corporate best-in-service goals and objectives.
• Complete customer email interactions, meeting response times using our internal email system.
• Complete responsibility to resolve customer inquiries and problems through effective interaction and negotiation
• Resolve product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting corrections and adjustments.
• Provide accurate rental terms and conditions, including but not limited to pre and post rental transactions, loyalty programs and negotiation guidelines in accordance with company policy.
• Accurately enter required data into various company systems for tracking, reporting and retention of customer records. Ensure that all interactions are in accordance with ABG policies and standards for service and professionalism needed to achieve the ABG loyalty/NPS objectives.
• Meet or exceed specific metrics/goals in a performance driven function, including high customer satisfaction scores, negotiating and overcoming objections
• Answer questions from outsource partner Customer Service Representatives concerning reservations, rental procedures, billing situations, refunds/adjustments, promotional programs and corporate/commercial accounts. Provide coaching on policy and procedures.
• Approval of monetary adjustments up to authorized limit following the guidelines and parameters set for the various renting locations.
• Ensure that all reports are completed on time.
• Active participation in virtual training sessions is required.
• Other duties as assigned.

Supervisory Responsibilities

This position does not have formal supervision responsibilities.

What we’re looking for:  

Qualifications (may vary by level)

Required Experience

• High School Diploma or GED required. Associate’s degree preferred.
• Three years of related job experience in a fast-paced customer service position
• Call Center or Contact Center experience preferred

Required Knowledge, Skills and Abilities

• Strong analytical and mathematical skills, attention to detail, and ability to work independently and in teams.
• Strong leadership, decision making, and problem-solving skills.
• Strong analytical and organizational skills.
• Ability to handle complex customer issues while maintaining a positive attitude.
• Excellent verbal and written English communication skills with internal and external customers.
• Advanced PC skills using MS Outlook, MS Office and multiple internal systems for case management, reservations, etc.
• Hybrid 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.
• Hybrid 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.
• Ability to demonstrate strong initiative to exceed expectations.
• Regular and punctual attendance required

Travel Requirements

Minimal travel is required.

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 fine print:

Avis Budget Group is an equal opportunity employer – M/F/Veterans/Disabled.

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