Rental Service Advisor (RSA)

DEFT

6d•$18 - $35

About The Position

The Rental Sales Agent (RSA) position is the face of our brand and is responsible for all aspects of car rental retail operations. Key Responsibilities Include: Exceptional Customer Service Effective Cross Department Communication Execution of Rental Agreements Driving Incremental Sales Revenue Accurate Data Management Coordination of Rental Vehicle Dispatch and Returns Reporting Vehicle Damage Job Duties Will Include, But May Not Be Limited To: Customer Service – RSAs will provide outstanding customer service to every customer who approaches, calls, emails, or in any way interacts with the rental counter. Communication of Procedures & Guidelines – RSAs must communicate all rental procedures and guidelines clearly and professionally to our customers. This may include subjects such as proper documentation of vehicle insurance and driver’s licenses, the return process, what to do if the customer has an accident or receives a traffic citation, etc. Incremental Sales – RSAs must follow a 6 Step Rental Process in its sequential order to ensure maximum incremental sales revenue. By the first 90 days of employment in the RSA role, employees should be performing at or above the target yield as set by the company. Accurate Data Management – RSAs are expected to enter customer data efficiently and accurately for all reservations and all subsequent transactions into the rental software (TSD). RSAs are also expected to record the correct status of all vehicles in the TSD system as per company directed policy and procedures. Coordinate Dispatch and Returns – RSAs will collaborate with the Rental Fleet Services team to ensure timely delivery of vehicles. This includes assisting in the proper management of keys and reviewing and maintaining the accuracy of the vehicle delivery software (Monday.com). At times, this may mean assisting in the movement of vehicles between locations. Report Vehicle Damage – RSAs should report all vehicle damage to the Claims Manager via the damage report process. Execute Additional Duties as Assigned – RSAs are expected to complete any additional tasks that fall reasonably within the position as requested by their supervisor or manager.

Requirements

Must possess and maintain a valid, unexpired drivers license.
Must possess and maintain a clean driving record.
Must follow procedures and adhere to company guidelines and standards.
Must have full and open availability work on a rotational roster that includes evenings, weekends, and public holidays.
Must have strong interpersonal skills.
Must have effective verbal and written communication skills.
Must be able to work in a fast-paced environment while delivering exceptional customer service.
Must be able to successfully navigate the use of various software programs including Microsoft Office Suite, TSD (rental reservation and fleet management software), Monday.com (vehicle delivery software).

Nice To Haves

Previous experience within retail, hospitality, customer service or similar roles is strongly preferred.

Responsibilities

Exceptional Customer Service
Effective Cross Department Communication
Execution of Rental Agreements
Driving Incremental Sales Revenue
Accurate Data Management
Coordination of Rental Vehicle Dispatch and Returns
Reporting Vehicle Damage
Provide outstanding customer service
Communicate all rental procedures and guidelines clearly and professionally
Follow a 6 Step Rental Process
Enter customer data efficiently and accurately
Record the correct status of all vehicles in the TSD system
Collaborate with the Rental Fleet Services team to ensure timely delivery of vehicles
Assist in the proper management of keys
Review and maintain the accuracy of the vehicle delivery software (Monday.com)
Report all vehicle damage to the Claims Manager via the damage report process
Complete any additional tasks that fall reasonably within the position as requested by their supervisor or manager