Customer Service Specialist

Job Description

Driven to be the Best

People. Performance. Purpose.

At Avis Budget Group, we’re driven to be the best vehicle rental company in the world, together. Our 25,000 employees raise the bar every day, bringing different perspectives, taking ownership, and leading with integrity. We’re defining the future of mobility with safe, sustainable solutions that move people, businesses, and communities forward.

The Customer Service Specialist will 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:

• 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.

Perks You’ll Get:

• 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 We’re Looking For:

• 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

• 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. 

The starting hourly rate for this position is between $17.00 hourly. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.

This position is also eligible for up to 5 % bonus opportunities. [long-term incentive compensation awards].

Who We Are: 

Here at Avis Budget Group, you will be joining a team of 25,000 driven people, performing with purpose. Together, we’re moving the future of transportation forward with our innovative, customer-focused solutions. 

Our culture is performance driven, where we encourage and support each other to be at our best through leadership, training, tools, and rewards. 

We are proud to make a positive difference to the lives of our colleagues, customers, and communities where we operate. 

Avis Budget Group is an Equal Opportunity Employer – Qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other category protected by applicable law.   

This advertisement does not constitute a promise or guarantee of employment. This advertisement describes the general nature and level of this position only. Essential functions and responsibilities may change as business needs require. 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 position may be with any affiliate of Avis Budget Group.