Customer Experience Specialist

20 hours ago

Indianapolis, United States ACE Rent A Car Reservations Inc Full time
Job DescriptionJob Description

Position Summary
The Customer Care Specialists of ACE Rent A Car Reservations, Inc. are responsible for working with locations and customers to review and resolve service issues, complete the daily processing and resolution of the customer survey responses and incidents on time, and work with various consumer contacts (BBB, Yelp.com, Consumer Affairs, etc.) and booking channel partners to ensure the ACE-brand reputation is consistent and professional about customer service. Specialists will also work closely with the Customer Experience Manager and Contact Center to continually improve the overall experience for the customer.

 

KEY REPONSIBILITIES

  • Take inbound Customer Care and Contact Center calls and work with the customer and our locations to resolve any and all issues
  • Monitor the Customer Care email and Social Media pages to ensure customer comments, messages, and requests are reviewed and responded to in a professional throughout each day
  • Works to ensure all customer surveys and incidents are reviewed and responded to in 24 hours and resolved within 72 hours from the date received with mutual satisfaction
  • Works with the Customer Experience Manager to reduce incidents experienced throughout the ACE Rent A Car booking process based on data gathered from various customer service portals
  • Respond and log reviews from consumer reporting sites (BBB, Yelp.com, Consumer Affairs, etc.)
  • Maintains a positive working environment dedicated to the service of our customers and colleagues
  • Review all location policies and work with the Customer Experience Manager, ACE Brand team, and the location contact to reduce/prevent a negative customer experience, as needed.
  • Monitor satisfaction scores daily and use data provided by satisfaction sources to evaluate location performance
  • Assist Customer Experience Manager with sending out reports to internal ACE employees and locations

MEASURABLE OBJECTIVES

  • Incident responded to and closed within 72 hours from the date received
  • Incident SLA of at least 80%
  • Overall Customer Satisfaction score of at least 70%

MINIMUM QUALIFICATIONS

  • Experience in travel & hospitality preferred
  • Minimum of two years in a customer service-related field
  • Able to apply critical and out-of-the-box thinking to solve problems in a fast-paced environment
  • Able to communicate efficiently and professionally to provide a quick, satisfactory solution for ACE customer needs
  • Bi-lingual preferred

 

Company DescriptionWe help independent rental car business owners connect the dots of big data and unlock their business potential. We give our partners from around the world the services, distribution, accessibility, and tools they need to be cutting-edge, so that they can focus on what really matters: the customer experience.Company DescriptionWe help independent rental car business owners connect the dots of big data and unlock their business potential. We give our partners from around the world the services, distribution, accessibility, and tools they need to be cutting-edge, so that they can focus on what really matters: the customer experience.

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