Customer Experience Manager

2 weeks ago

Portland, United States FoxEuropcar Mobility Group USA Full time

Fox Rent A Car is a subsidiary of Europcar Mobility Group USA, a significant player in the USA mobility markets. Europcar Mobility Group USA's mission is to be the preferred "Mobility Service Company in the USA" by offering attractive alternative solutions to short-term rentals and long-term vehicle usage, with a growing range of mobility-related services.

We are seeking a Customer Experience Manager who will play a critical role in shaping our customers' rental experiences, ensuring satisfaction and loyalty at every stage.

Join us and be part of a company committed to providing memorable experiences for our customers.

**You will**:

- Provide end-to-end client support, assisting them from the initial rental booking process through post-rental support to ensure a seamless and hassle-free experience.
- Utilize expertise in the company's operating system to effectively manage daily activities, booking procedures, and rental car availability, optimizing efficiency and enhancing the customer experience.
- Demonstrate commitment to exceptional service by offering availability to clients outside standard working hours, ensuring accessibility and support whenever needed.
- Ensure seamless coordination and efficient issue resolution, maintain regular communication with various teams and colleagues, including Fleet, Pricing/RCM, Customer Service, and location managers.
- Collaborate effectively with the team to identify positive actions beneficial to the business and communicate them across Europcar's team, contributing to business growth and success.
- Spearhead initiatives aimed at enhancing business performance, such as promoting automatic rental cars, premium selections, and strategies to increase utilization and revenue per day (RPD), driving continuous improvement, and exceeding customer expectations.
- Ensure the integrity of all systems by updating and maintaining them, including reviewing terms and conditions, model descriptions, and equipment listings, to prevent customer service issues and capitalize on revenue opportunities.
- Manage country-specific responsibilities by sharing relevant data with Key Account Managers (KAMs), suggesting promotions as needed, and ensuring all rates and rental car segments are visible on client-facing platforms, tailoring solutions to meet unique market demands.

**Experience**:

- Proficiency in using and navigating specialized company operating systems, with the ability to manage bookings, vehicle availability, and rental agreements effectively.
- Flexibility to work outside of standard business hours, providing exceptional support and availability to clients whenever required.
- Strong communication skills and the ability to collaborate with teams across different departments, including Fleet, Pricing/RCM, Customer Service, and Location Management, to ensure cohesive operations.
- Demonstrated ability to work collaboratively within a team to identify and implement positive business actions and effectively communicate these strategies across the organization.
- Experience in leading projects and initiatives that improve business performance, focusing on innovation and strategic thinking to promote rental services and enhance revenue opportunities.
- Detail-oriented approach to maintaining system integrity, with a commitment to reviewing and updating terms, conditions, vehicle models, and equipment listings to prevent service issues and maximize revenue.
- Cultural sensitivity and understanding of country-specific market demands, with the ability to manage localized strategies, share relevant data with key account managers, and tailor promotional activities to align with regional preferences.

**Skills/Abilities**:

- Exceptional organizational skills, enabling efficient management of multiple tasks and responsibilities simultaneously.
- Strong analytical abilities to assess data, identify trends, and make informed decisions contributing to business success.
- High adaptability to navigate the dynamic nature of rental operations, customer needs, and market changes.
- Excellent problem-solving skills to address and resolve issues quickly and effectively, ensuring customer satisfaction.
- A proactive attitude toward identifying opportunities for improvement and taking the initiative to implement solutions.
- Superior interpersonal and communication skills, essential for building relationships with clients, colleagues, and stakeholders.
- Patience and empathy to understand customer concerns and provide supportive, thoughtful assistance.
- A commitment to continuous learning and development, staying abreast of industry trends, system updates, and new strategies to enhance performance.

**We offer**:

- Medical, Vision, Dental, 401k, Employee Discounts, Referral bonus
- Company-paid Life Insurance
- Company paid AD&D Insurance
- Flexible spending account
- Parental leave
- Employee assistance program

Pay: $70,000.00 - $75,000.00 per year

**Benefits**:

- 401(k)
- Dental in

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