Call Center Representative - Car Rental

Employer
Fox Rent A Car
Salary
Competitive
Posted
Aug 13, 2017
Closes
Aug 18, 2017
Sector
Car Rental
Job Type
Permanent
Hours
Full Time
Job Description

POSITION OVERVIEW:

The Roadside Representative position consists of handling customer calls and inquiries, working reports, and other tasks as assigned. Such tasks may include answering inbound calls routed through an automated call distribution system, outbound calls to customers to resolve problems or prompt sales, handling customer correspondence via postal mail, email, and faxes, and reviewing reports of customer activity to ensure accuracy in operations and sales processes.

The Roadside Representative should have sufficient automotive knowledge to assist customers in the selection and reservation of vehicles that meet their specified requirements. All Call Center Representatives should be able to respond to inquiries regarding existing reservations, open RA's, and complaints.

ESSENTIAL FUNCTIONS

  • The primary responsibility of Roadside Representatives is to promptly, efficiently, and effectively respond to customer contacts by phone, email, fax or any other communication channel.

  • The Roadside Representative is responsible for accurately conveying information about the company and the company's offerings to our customers. As such, the Call Center Representative should be familiar with the company's products and policies and have a good general level of knowledge of the automobile that permits them to ensure customers get the car they need.

  • The Roadside Representative should understand Fox Rent A Cars systems and processes to sufficiently handle customer questions, complaints, and inquiries.

  • All customer and vendor communication should be conducted with the highest degree of courtesy, clarity, and professionalism to resolve customer issues efficiently without requiring the customer to call again - one call resolution.

  • Consistently meet or exceed standards for quality, customer service, productivity and service level per department guidelines and targets.

  • Participate in training seminars to enhance knowledge of company products, policies, procedures, and computer operations.

  • Provide customer feedback to management to drive product, process, and operations improvements.

  • Perform other duties as assigned

Additional Duties:

  • The Road Side Assistance Representative must have a strong understanding of our vehicles and their features.

  • You will provide assistance to customers that are having issues with their vehicle. Your main objective is to get the customer back on the road as quickly and safely as possible.

  • You will provide assistance to Reservation Agents and Customer Service associates that have requested additional information regarding products offered by our company.

  • You will be a liaison between sales and Fleet & Claims Managers providing useful information to improve our products and services.

  • You will resolve customer questions and problems with the highest degree of courtesy and professionalism.

  • You will promote and maintain a flexible, cooperative, team oriented and customer focused attitude within and between departments, customers, and outside vendors.

  • You will provide insight regarding the improvement of services and products offered by our company.

  • You will work cohesively in a team environment while accurately and efficiently assisting customers.

  • You will be responsible for the accurate conveying of information about our company whether in person, by phone, e-mail, fax, or any other communication device.

  • The Road Side Assistance Representative must have communication skills that allow them to effectively explain vehicle features to customers and co-workers with a wide range of knowledge.

REQUIRED KNOWLEDGE SKILLS AND ABILITIES

  • Experience in an inbound call center and/or an automotive related business is a solid plus.

  • Excellent verbal and written communication skills.

  • High degree of comfort using computerized order processing systems.

  • Intermediate typing and data entry skills.

  • Proven ability to use solid reasoning and problem-solving skills

  • Detail orientation with effective organization and follow-through skills.

  • Need to be flexible and have the ability to multitask and embrace change.

REQUIRED EDUCATION AND EXPERIENCE

  • High School graduate or equivalent.

PHYSICAL DEMANDS AND WORKING ENVIRONMENT

  • Office Setting must be comfortable working at a desk and on a computer for extended periods of time.

Company Description About The Company Fox Rent A Car, Inc. was founded in 1989 and continues to be owned and actively managed by its founders. Fox was founded on the principle of consistently offering value and superior service to the customer, our success in these areas has enabled us to develop into the largest independent car rental company headquartered in California. We are proud to say that the company has continued to have constant growth success and expansion for more than 25 years.

With 20 major airport locations across the US and more than 1100 employees, Fox Rent A Car offers room for career growth through employee development and advancement. If you believe you can not only add to but thrive in our fast-paced team environment apply today!