Manager of Customer Advocacy

Avis Budget Group • Tulsa, OK

1d

About The Position

This role supports the organization by managing and handling, for all company brands, escalated customer claims and day-to-day operations of general Customer Service functions. This role will manage large-scale customer service operations, along with the ability to lead teams that are responsible for Executive, Diversity and Public Relations issues on a global basis. This hands-on fast-paced role will require you to conduct investigations and interviews with internal personnel and external customers, respond on behalf of the company and/or prepare recommendations for response that may be used by Legal/Public relations departments. Regular interaction with senior leadership team to resolve highly sensitive information.

Requirements

• High School diploma required.
• Preferred candidate will have a minimum of 5 years of customer service/contact center experience.
• Preferred candidate will have 5 or more years of management experience in a similar business operation.
• Strong leadership, customer service, decision making, and problem-solving skills
• Strong analytical and organizational skills
• Proficient PC skills, including MS Word, Excel, Outlook, and PowerPoint
• Ability to work with all levels of management throughout ABG globally.
• Ability to manage confidential situations that require “attorney-client privilege” treatment
• Working knowledge of policies and procedures for Avis, Budget, Payless, Zip Car and Budget Truck.
• Excellent verbal and written communication skills, including the ability to build confidence and inspire support through a convincing presentation and writing style, handling questions in a highly visible, challenging environment, negotiating with customers and suppliers, and communicating operational changes.
• Ability to facilitate investigations, assess data, recommend and initiate customer resolutions
• Ability to develop strong relationships with licensees and other departments to garner necessary support, resolution and resources.

Nice To Haves

• Bachelor’s degree is preferred.
• Car rental industry experience /ABG experience is preferred.
• High level of proficiency with ABG systems such as Wizard, XVR, Watson is preferred

Responsibilities

• Initiate investigations to determine root cause of potential/actual legal allegations.
• Partner with all levels of organization/management to gather data and facts related to the allegations.
• Assimilate and analyze the data received to make appropriate recommendations to legal department for ultimate resolution.
• Responds directly to customers on behalf of the organization, to handle highly sensitive customer issues.
• Leads and manages the activities of the internal Customer Service departments such as social media, Phone, Email, Executive Response and Partner Support.
• Facilitate escalated customer service issues received from senior leadership team, Integrity Hotline, Public Relations, Legal, Customer Service, Field Operations and Damage/Claims department.
• Interact with various licensees to determine right way of responding, review policy issues that impact licensee operations.
• Provide suggestions to help them comply with ABG and yet have a successful business operation.
• Intervene with licensee operations, licensee and field operations to help resolve disputes, such as adjustments.
• Ensure compliance with the ABG and Department of Justice agreement, related to disability services.
• Participate on special projects focused on improving the customer experience and other duties as assigned.
• Ensure brand(s) integrity and protection while working through sensitive customer or potential legal/ actual legal allegations.
• Leads the team by providing strategic direction, coordination and evaluation of the team by coaching and mentoring representatives to drive performance improvement initiatives and meet departmental KPIs.
• Supervises a team of supervisors
• Develops a high-performing team that is respected and viewed as a valued business partner
• Conducts performance appraisals for direct reports, recommends salary increases, provides individual feedback to improve performance, and initiates corrective action in response to personnel problems.

Benefits

• Paid time off
• 401K retirement plan with company matched contributions
• Access to Medical, Dental, Vision, Life and Disability insurance
• Eligible to elect other voluntary benefits including: Group Legal, Identity Theft, Insurance, FSA, additional life insurance coverages
• Contribute up to $260 as a tax free benefit for public transportation or parking expenses
• Employee discounts, including discounted prices on purchase of Avis / Budget cars
• Access to an Employee Assistance Program for services including counseling, financial and legal consultation, referrals for care service, and more

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED