Sr. Customer Assistance Representative

Equal Opportunity Employer
The Customer Assistance Representative Sr (CAR Sr) at Northwest Arkansas Regional Airport will provide a high level of customer service by assisting both internal and external customers, primarily face-to-face, supporting their branch and rental needs. The CAR Sr will gain knowledge through local training and hands-on experience to provide administrative support, service customers, and act as a rental back-up in a large home city branch or airport location. This role is available as regular part time and full time.
+ Take incoming calls- reservations, rate quotes, general questions and answers, provide information and resolution for customers, other branches, insurance companies, dealerships, repair shops and other vendors
+ Manage outgoing calls for callback management, A/Rs and miscellaneous calls as assigned
+ Provide a high level of customer service by assisting customers and assessing their rental needs in person and over the phone
+ Meet and greet customers in a friendly and timely manner
+ Provide directions and general assistance
+ Assist to assess condition of rental upon return
+ Process returns, check-ins and exit kiosk transactions
+ Effectively market the company while picking up customers up and/or dropping off customer in a safe and courteous manner and assisting customers as needed
+ Understand and communicate rental terms and conditions, vehicle features and other services
+ May sell optional protection products, upgrades, fuel options and other additional equipment
+ Responsible for notifying Management of any known vehicle problems and any required vehicle maintenance
+ Clean vehicle interior and exterior by hand or by operating washing equipment when needed
+ Perform various administrative and basic accounting functions such as: research and billing support tasks, accounts receivables, transfer and key logs, run miscellaneous reports, supply maintenance, process customer billing
+ Perform miscellaneous and backup duties job-related duties as assigned
+ Greet all customers using prescribed, appropriate dialogue as they arrive on the lot.
+ Remind customer to check for personal belongings. Identify any items found in the vehicle with a unit number, date, time and turn into lost and found.
+ Advise and review rental charges; and provide an accurate receipt to the customer.
+ Provide information in a professional and courteous manner regarding transportation to the airport terminal. Thank customers using the prescribed dialogue.
+ Complete return transactions with 100% accuracy.
+ Inquire about service, satisfaction and document dissatisfaction.
+ Discreetly check vehicle for damage on incoming vehicles and direct customer to counter for completion of damage/loss report.
+ Use of proper statement to determine if vehicle is being returned with full tank of gas.
+ Complete a service alert for any mechanical and or body damage communicated by the customers.
+ Identify vehicles, which are on system hold for turnback, time or mileage, recall, or any other special lock and verify their movement to the proper lot location.
+ Identify and tag vehicles that have been flagged for grounding or preventative maintenance and verify their movement to the proper lot location.
+ Keep lot organized for ease of access and traffic flow.
+ Management reserves the right to modify, change or delete duties assigned.
+ Must be at least 18 years old
+ High school diploma or GED equivalent required
+ Some college preferred
+ Must have at least 1 year prior customer service retail or administrative support experience
+ Must have a valid drivers license with no more than 2 moving violations and/or at-fault accidents on driving record in the past 3 years
+ No drug or alcohol related conviction on driving record in the past 5 years
+ Must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future.
+ Apart from religious observation, must be able to work the following schedule at Northwest Arkansas Regional Airport: Sun/Wed/Thu/Fri: 8am-5pm
Requisition Number: 2016-189270
Street 2: Northwest Arkansas Regional Airport (XNA) 6ea9552d68cf481291d80cebc7ceca87

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