Customer Experience Manager
Location:
Austin , Texas
Posted:
July 21, 2016
Reference:
ABG/ABG/114056

Do you want to shift your management career into high gear? If you are a strong leader who has a passion for creating an exceptional customer experience and can inspire others to succeed, the Customer Experience Manager role at Avis Budget Group is your opportunity to drive your career to a new level!

We are a Fortune 500 Global Leader in the travel services industry operating two of the most recognized brands in vehicle rental business, as well as one of the leading truck rental businesses in the United States.

As Customer Experience Manager, you will be responsible for assisting all customers throughout their Avis Rental Experience while maintaining Avis quality and customer service standards. You will also interact directly with customers to provide additional assistance in order to drive a world class customer experience.

Why should You Join our Team?

The first step to a successful management career at Avis Budget Group begins with our focus on comprehensive training combined with hands on experience. Our program creates a solid foundation in customer driven practices that will put outstanding individuals on the path to an exciting management career at Avis Budget Group!

Essential Duties (Includes but not limited to)

  • Interact with customers during the full life cycle of the rental process to ensure a positive customer experience
  • Responsible for recovery if there are any customer service issues experienced during the rental experience
  • Oversees the check-in area – directs customers and associates to ensure and maintain smooth and safe traffic flow
  • Follows and maintains Quality Assurance Standards as issued by the company.
  • Contributes to a climate amongst the team where they strive to do their best and they feel empowered to resolve customer questions/concerns
  • Responsible for increasing overall Net Promoter Score (NPS) results through tracking, response and reporting
  • Directs and controls the servicing of customers at the pick up or return area and responding to customer's inquires and/or complaints
  • Monitors rental agreements to ensure correct rates and expenses are being charged
  • Plans, directs and controls the preparation of returned vehicles for the next rental, and inspects vehicles on the ready line to ensure compliance with established quality assurance standards
  • Builds and maintains business relationships to facilitate organizational profitability

Responsibility Scope/Impact:

This job impacts the operation by ensuring customer satisfaction, effective fleet utilization and incremental revenue generation. Researches, analyzes, and resolves customer relations issues on a regular basis. This job works within established guidelines and procedures exercising some independent judgment.

Basic Qualification / Minimum Requirements:

  • High School Degree plus 2-4 years of college preferred (or equivalent in education, experience or training)
  • Ability to interact with customers at a level where they create a best in class experience and differentiate our services
  • Effective supervisory, communication (both written and oral) and organizational skills
  • Good decision making skills; problem solver
  • Attention to detail
  • Ability to work various shifts including nights, weekends and holidays
  • Valid driver's license and good driving record

Benefits We Provide You:

  • A share of the success: Competitive Pay and Bonus Potential.
  • Upward Mobility: Career Advancement Opportunities and Training to get you there.
  • Outstanding Benefits Package: 401K, Medical, Dental, Paid Vacation, Tuition Reimbursement, Various Discounts.
  • Candidates must meet all basic qualifications and submit a complete application to be considered for this position. Successful completion of interviews, pre-employment drug screen and background check will be required.

Avis Budget Group is an EEO Employer Minorities / Females / Protected Veterans / Disabled

The information listed above is intended to describe the general nature and level of this position. Essential functions and responsibilities may change as business needs require. Your response to this advertisement may result in your consideration for employment with an affiliated company of Avis Budget Group, the publicly traded parent company of Avis Budget Car Rental, LLC and its subsidiaries. Offers of employment will be made by Avis Budget Car Rental, LLC or any of its employing companies or brands, including Avis, Budget, Budget Truck or AB Car Rental Services.

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