Title: Customer Service Manager
Location: Fairbanks, Alaska
Direct Supervisor: Customer Relations Director
Pay Rate: $22 - $27 DOE
Summary:
The Customer Service Manager oversees the Customer Service Team and provides professional customer service to both our internal and external customers.
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Supervisory Responsibilities:
Train and guide current and new Customer Service Representatives towards success.
Improve, create, and implement new, more efficient and effective processes and procedures.
Encourage and seek needs, ideas, and feedback from team members to equip them more effectively.
Organizing and delegating assignments to the Customer Service Team.
Solving problems and tough situations aligned with our culture and values.
Complete and document assigned tasks and report to the Customer Relations Director
Actively engage in and work to utilize all leadership training provided
General Responsibilities:
Make eye contact and greet all customers; identify and attend to customers by name, and thank each customer at the conclusion of their transaction.
Assist customers based on each customer's needs, requests, and questions.
Ensure a pleasant, smooth, and efficient rental process for each customer.
Offer customers assistance with directions, maps, local area information, and vehicle operation.
Answer telephones in a friendly, helpful, and prompt manner; direct phone calls to appropriate personnel or take messages.
Work on behalf of the customer and the company to resolve issues in a fair and equitable manner to ensure continued customer loyalty.
Prepare quotes, reservations, and rental contracts in the rental software with all required information.
Thoroughly inspect vehicles to document any damages before and after rentals.
Work as a team with other employees to achieve assigned tasks and business goals.
Communicate immediate fleet needs and/or vehicle issues.
Maintain a clean, stocked, and organized rental office area.
Follow key-handling procedures to ensure vehicle keys are stored properly.
Take and send vehicle photos with a smartphone.
Complete daily opening and close routines.
Process office paperwork as instructed.
Transport customers and vehicles as instructed, operating vehicles safely and legally.
Assist in facility maintenance, organization, and cleaning.
Assist in training new employees.
Other duties as assigned.
Benefits Include:
Competitive compensation
Professional & Leadership training
Paid time off
Retirement matching program
Internal advancement opportunities
Exceptional work environment
Employee rates for renting or leasing vehicles
Discounts on auto parts
Qualifications:
Must have previous management experience.
Must have at least 5 years driving experience, a current driver’s license, and driving record acceptable to our insurance carrier.
Must possess excellent verbal and written communication skills.
Must possess good problem solving skills.
Must have a high school diploma or equivalent.
Must consistently display a positive attitude.
Must possess good basic math skills.
Must be teachable by being a good listener and willing to continually learn new skills.
Must be able to follow instructions.
Must be detail oriented and possess strong organizational skills.
Must be able to work independently without direct supervision.
Must be punctual
Must be a team player, willing to solve differences cooperatively with other team members.
Must own a smartphone.
Must not use tobacco or marijuana products during working hours, on company owned property, or during company sponsored events.
Must be able to lift 50 lbs occasionally.
Must perform the physical demands of the position, including walking, crouching, bending, and standing for extended periods
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