Human Resources Engagement and Retention Specialist

Research, resolve and respond to customers regarding their car rental experience worldwide.  This will cover all aspects, pre, during and post rental of the customer’s interaction with the company. Accurate communication of policies and procedures in conjunction with the empowerment guidelines to negotiate a mutually beneficial solution that fosters customer satisfaction and promotes customer loyalty. Achieve and maintain performance expectations of a statistical and qualitative nature which will include professional and efficient handling of the customers call and accurate completion of the administrative and follow up duties when required.  Essential duties and responsibilities, shown below, will vary accordingly based on assignment.

What you'll do:

Essential Duties and Responsibilities

• Own the interaction with customers by delivering outstanding service as a means to drive and build loyalty, improve retention, and achieve corporate best-in-service goals and objectives.
• Complete responsibility to resolve customer inquiries and problems through effective interaction and negotiation
• Resolve product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting corrections and adjustments.
• Provide accurate rental terms and conditions, including but not limited to pre and post rental transactions, loyalty programs and negotiation guidelines in accordance with company policy.
• Accurately enter required data into various company systems for tracking, reporting and retention of customer records. Insure that all interactions are in accordance with ABG policies and standards for service and professionalism in order to achieve the ABG loyalty/NPS objectives.
• Successfully meet specific metrics/goals in a performance driven function, including high customer satisfaction scores, negotiating and overcoming objections
• Participate in special projects and/or conduct various other duties as may be required or assigned.

Supervisory Responsibilities

This position does not have formal supervision responsibilities.

What we are looking for:

Qualifications (may vary by level)

Required Experience

• Local to Tulsa, OK, Must Reside within 50 miles of the Tulsa Contact Center Office, 4500 S 129th East Avenue, Tulsa, OK 74134
• High School Diploma required. Associate’s degree preferred.
• Three years of related job experience in a fast-paced customer service position
• For work-from-home (WFH)roles, previous WFH experience is preferred

Required Knowledge, Skills and Abilities

• Excellent analytical and mathematical skills, attention to detail, and ability to work independently  and in teams.
• Strong leadership, decision making, and problem-solving skills.
• Strong analytical and organizational skills.

• Ability to handle complex customer issues while maintaining a positive attitude.
• Excellent verbal and written English communication skills and active listening
• Active participation in virtual training sessions is required
• Advance PC skills using MS Outlook, MS Office and multiple internal systems for case management, reservations, etc.

• Ability to demonstrate strong initiative to exceed expectations.
• Regular and punctual attendance
• 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. This is particularly important in customer-facing or Customer Care Center jobs where customer credit cards and personal information may be entered into Company systems.
• 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. Use of a Company cell phone as a Wi-Fi “hot spot” for internet access should be limited to occasional use, such as when in attendance at an off-site meeting, internet outages or other emergency situations, and should not be used as your regular means of internet connection. 

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%.

The base salary for this position is $16.50 hourly. Factors which may affect starting pay within this range may include skills, education, experience and other qualifications of the successful candidate.

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

This job posting is anticipated to remain open until June 6th, 2025.

The fine print:

Avis Budget Group is an equal opportunity employer – M/F/Veterans/Disabled.