Specialty Reservations Representative

Avis Budget Group • Tulsa, OK

8d • Remote

About The Position

The Specialty Reservations Representative will be a liaison between Avis Budget Group and its current and potential worldwide customers with the purpose of retaining and growing specialty customer business. This role is responsible for researching, resolving, and responding to customers regarding their pre, during, and post car rental experience. The representative will take ownership for effectively resolving issues, complaints, and inquiries from high-profile/valued corporate and other customers, striving to keep customer satisfaction at the core of every decision and behavior to foster customer loyalty. Team members in this role are responsible for generating approximately $23M in revenue annually.

Requirements

• High School diploma.
• Minimum of 2 years current related experience in a customer care environment or inside sales.
• Previous WFH experience is preferred for work-from-home (WFH) roles.
• Excellent verbal and written communication skills.
• Effective listening and telephone skills.
• Strong negotiation, decision making, and problem-solving skills.
• Strong analytical, mathematical skills and organizational skills.
• Advanced computer skills using MS Outlook, MS Office and multiple specialized applications.
• Ability to handle complex customer issues while maintaining a positive attitude.
• Ability to demonstrate strong initiative to exceed expectations.
• Attention to detail, and ability to work independently and in teams.
• Ability to speak, read, and write English fluently.
• WFH employees must maintain a non-disruptive, distraction-free, designated, safe, and ergonomically sound work environment where business information can be discussed and maintained in a confidential and secure manner.
• WFH employees must maintain high-speed internet sufficient to provide secure, consistent, and uninterrupted internet access necessary to perform their job, including attendance at video conferences or on meeting platforms.
• Regular and punctual attendance is required.

Nice To Haves

• Previous WFH experience is preferred for work-from-home (WFH) roles.

Responsibilities

• Accurately clarify, research, and communicate information to provide options that fulfill customer needs in response to inquiries, requests, and requirements related to new and existing car rental reservations. As appropriate, cross-sell ancillary products & services to obtain and grow revenue.
• Ensure that all interactions are in accordance with company policies and standards of customer service and professionalism. Customers include Prestige (Chairman's Club, President's Club, CEO, etc.), Corporate Tour, and general consumer groups.
• Accurately clarify, research, and communicate information to provide and implement solutions in response to customer inquiries, requests, and issues related to past and future car rentals.
• Accurately input required data into various company systems for tracking and retention of customer records. Ensure that all interactions are in accordance with company policy and standards of customer service and professionalism.
• Provide highly accurate and prompt assistance, completion, and processing of forms and/or reports related to reservation special handling requirements or requests.
• Coordinate forthcoming reservations and/or investigate customer service issues through telephone and email communication with field operations personnel. Ensure accurate and timely completion of adjustments for customers. Prepare communications to customers using professional standards of vocabulary and grammar.
• Participate in special projects and/or conduct various other duties as may be required or assigned.

Benefits

• Access to Medical, Dental, Vision, Life and Disability insurance
• Eligible to elect other voluntary benefits including: Group Auto Insurance, Group Home Insurance, Pet Insurance, Legal Assistance, Identity Theft Protection, FSA, Accident Insurance, Critical Illness Insurance, and additional life insurance coverages
• 401(k) Retirement Plan with company matched contributions
• Full training to learn the business and enhance professional skills
• Employee discounts, including discounted prices on the 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: Entry Level
• Education Level: High school or GED