Rental Service Advisor (RSA)

Description

The Rental Sales Agent (RSA) position is the face of our brand and is responsible for all aspects of car rental retail operations.

Key Responsibilities Include:

Exceptional Customer Service

Effective Cross Department Communication

Execution of Rental Agreements

Driving Incremental Sales Revenue

Accurate Data Management

Coordination of Rental Vehicle Dispatch and Returns

Reporting Vehicle Damage

Job Duties Will Include, But May Not Be Limited To:

• Customer Service – RSAs will provide outstanding customer service to every customer who approaches, calls, emails, or in any way interacts with the rental counter.
• Communication of Procedures & Guidelines – RSAs must communicate all rental procedures and guidelines clearly and professionally to our customers. This may include subjects such as proper documentation of vehicle insurance and driver’s licenses, the return process, what to do if the customer has an accident or receives a traffic citation, etc.
• Incremental Sales – RSAs must follow a 6 Step Rental Process in its sequential order to ensure maximum incremental sales revenue. By the first 90 days of employment in the RSA role, employees should be performing at or above the target yield as set by the company.
• Accurate Data Management – RSAs are expected to enter customer data efficiently and accurately for all reservations and all subsequent transactions into the rental software (TSD). RSAs are also expected to record the correct status of all vehicles in the TSD system as per company directed policy and procedures.
• Coordinate Dispatch and Returns – RSAs will collaborate with the Rental Fleet Services team to ensure timely delivery of vehicles. This includes assisting in the proper management of keys and reviewing and maintaining the accuracy of the vehicle delivery software (Monday.com). At times, this may mean assisting in the movement of vehicles between locations.
• Report Vehicle Damage – RSAs should report all vehicle damage to the Claims Manager via the damage report process.
• Execute Additional Duties as Assigned – RSAs are expected to complete any additional tasks that fall reasonably within the position as requested by their supervisor or manager.

Requirements

• Must possess and maintain a valid, unexpired drivers license.
• Must possess and maintain a clean driving record.
• Must follow procedures and adhere to company guidelines and standards.
• Must have full and open availability work on a rotational roster that includes evenings, weekends, and public holidays.
• Must have strong interpersonal skills.
• Must have effective verbal and written communication skills.
• Must be able to work in a fast-paced environment while delivering exceptional customer service.
• Must be able to successfully navigate the use of various software programs including Microsoft Office Suite, TSD (rental reservation and fleet management software), Monday.com (vehicle delivery software).
• Previous experience within retail, hospitality, customer service or similar roles is strongly preferred.