Avis Budget Group Tulsa , OK 74120
Posted 2 days ago
Description
Here at Avis Budget Group we're more than just rentals-although over 70 years of experience and 11,000 locations in 180 countries has taught us a thing or two about that. We're shaping the future of the mobility industry with our innovative, customer-focused solutions. Our globally recognized brands
Ruby Car Customer Experience Resolution Specialist
The impact you'll make:
In this dynamic role, you'll be the frontline hero for our valued customers, tackling a wide range of challenges and ensuring their experience with us is smooth and positive. From missing paperwork and issues with delivery, car maintenance concerns and recondition frustrations, you'll be the resolution expert, uncovering the root of the issue and crafting solutions that restore smiles and build trust. Additionally, you will build strong relationships with customers and vendors to ensure we, as RubyCar, provide exceptional customer experience and maximum satisfaction with our products and services. You will work closely with the sales, marketing, and product teams to ensure smooth onboarding, training, and support for our customer-facing programs.
What you'll do:
Essential duties and responsibilities:
Investigate and resolve escalated customer issues: When things get challenging, you'll step in, actively listen to customer concerns, analyze information, and develop solutions to address their needs. Think creatively, collaborate with internal teams, and navigate complex situations with a calm and confident demeanor.
Handle delivery issues. Ensure timely and accurate deliveries by tracking shipments, addressing delays, and communicating effectively with customers and delivery partners. Be the information hub, keeping everyone informed and resolving discrepancies with patience and resourcefulness.
Address customer complaints: Empathize with frustrated customers, understand their concerns, and work tirelessly to find solutions that leave them satisfied. Be their voice within the company, advocate for their needs, and build positive relationships that turn complaints into compliments.
Resolve missing paperwork issues: Track down missing documents, navigate internal systems, and work with relevant departments to ensure smooth processing and completion of transactions. Be the resolution expert, piecing together the missing pieces and keeping the customer journey on track.
Manage car maintenance and reconditioning issues: Coordinate with service teams, address concerns about repair and reconditioning work, and ensure all vehicles meet our RubyCar standards. Be the customer's trusted advisor, explaining procedures, advocating for fair solutions, and building confidence in our services.
Document and report issues: Maintain detailed records of interactions, resolutions, and escalations. Identify recurring issues and trends and collaborate with relevant teams to implement improvements that prevent future headaches.
What we're looking for:
Preferred education and experience:
Preferred knowledge, skills and abilities:
Excellent verbal and written communication and interpersonal skills, with the ability to build strong relationships with customers, internal stakeholders, and vendors
Proven track record of delivering exceptional customer experiences and driving customer success.
Strong problem-solving skills and the ability to think creatively to find solutions
Experience using CRM tools such as Salesforce, HubSpot, or similar systems
Highly proficient MS Office and related software applications.
Strong analytical skills and experience with data analysis and reporting
Experience with online digital sales tools, including but not limited to CRM systems, email marketing platforms, and customer success software
Automotive/transactional experience with sales process
Ability to empathize while remaining calm in escalated customer issues
Ability to handle complex customer issues while maintaining a positive attitude
Ability to demonstrate strong initiative to exceed expectations.
Regular and punctual attendance
No supervisory duties
Benefits:
We provide a competitive salary as well as bonus potential, in addition to comprehensive benefits that include Medical, Prescription Plans, Dental, Vision, Flexible Spending Accounts, Basic and Voluntary Life and AD&D, PTO, and 401K Savings Plan with company match of 6%.
Avis Budget Group is an equal opportunity employer
#POST
Avis Budget Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
TulsaOklahomaUnited States of America
R0164059
Avis Budget Group