Fox Rent A Car is a subsidiary of Europcar Mobility Group USA, a significant player in the USA mobility markets. Europcar Mobility Group USA's mission is to be the preferred "Mobility Service Company in the USA" by offering attractive alternative solutions to short-term rentals and long-term vehicle usage, with a growing range of mobility-related services.
We are looking for a Customer Experience Specialist to coordinate rental car bookings for our elite US and Canadian customers traveling to Europe. Beyond arranging and confirming reservations, this role is about being the friendly, knowledgeable voice that ensures every aspect of our client's journeys is meticulously planned and executed. You will handle unique requests, solve problems with empathy and efficiency, and consistently go above and beyond to deliver exceptional service. Your dedication will help foster lasting relationships and positively impact our customers' travel experiences. If you are passionate about travel, skilled at problem-solving, and dedicated to providing personalized, high-quality service, we invite you to join our team and make a meaningful difference in our travelers' lives.
Role Responsibilities:
- Customer Interaction: Respond promptly and courteously to incoming calls, providing accurate and detailed information about rental car options, services, and policies.
- Rental Car Arrangements: Book, modify, and confirm reservations according to customer preferences.
- Special Requests: Fulfill special requests such as specific vehicle models, additional amenities, and delivery requirements, ensuring precise delivery locations and vehicle pick-up times.
- Problem-Solving: Effectively troubleshoot and resolve customer complaints and issues, implementing solutions to recover from service failures and maintain a positive customer experience.
- Administrative Duties: Accurately document customer interactions, reservation details, and actions taken, as well as prepare regular reports on call activities and customer feedback.
- Relationship Management: Build and maintain positive internal and external relationships through effective communication, personalized service, and follow-up calls to ensure satisfaction.
- Quality Assurance: Adhere to reservation guidelines and quality assurance policies to maintain high customer service standards.
- Technical Proficiency: Efficiently use call center software and systems to manage calls, enter data, and handle multiple tasks simultaneously.
- Team Collaboration: Collaborate with team members to share information, provide support, and participate in training and development programs for continuous improvement.
Desired Expertise:
- Attention to Detail: Ensure that all reservations, modifications, and special requests are accurately recorded and executed.
- Excellent Communication Skills: Communicate clearly and professionally with customers to understand and meet their specified needs.
- Problem-Solving Abilities: Quickly identify and resolve issues to ensure customer satisfaction and service recovery.
- Customer Service Orientation: Provide personalized and high-quality service to elite customers, ensuring a seamless and satisfying experience.
- Technical Skills: Proficiency in using call center software, databases, and other relevant technology.
- Adaptability: Quickly adapting to new tools, processes, and updates in a fast-paced environment.
- Professionalism: Maintain composure and professionalism under pressure, handling demanding customers and high call volumes with ease.
Previous experience:
- Customer Service Excellence: Proven track record of delivering outstanding customer service in a client-facing role, preferably within the car rental or hospitality industries.
- Reservation Management: Hands-on experience with booking and reservation systems, adept at managing bookings, modifying reservations, and handling special requests.
- Detail-Oriented Approach: Experience in handling complex and specific customer requests with meticulous attention to detail and accuracy.
- Collaboration Skills: Strong interpersonal and teamwork skills, with the ability to collaborate effectively with cross-functional teams and external partners to achieve customer satisfaction goals.
We offer:
- Medical, Vision, Dental, 401k, Employee Discounts, Referral bonus
- Company-paid Life Insurance
- Company paid AD&D Insurance
- Flexible spending account
- Parental leave
- Employee assistance program
We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. Accordingly, all members of society, irrespective of age, gender, disability, sexual orientation, race, religion, or belief, are encouraged to apply to join our team. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.
Job Type: Full-time
Pay: $60,000.00 - $65,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Parental leave
- Referral program
- Vision insurance
Experience level:
Shift:
Weekly day range:
Work setting:
Work Location: In person