Customer Service Representative

Job Description

Job Description

Company Overview

Voyager Global Mobility and its subsidiaries play a central role in urban transportation in some of the most dynamic cities throughout the Americas. We power more than 10,000 drivers with professionally managed vehicles and resources so they can succeed as entrepreneurs in the ride-sharing economy. Our fleet-as-a-service model—a scalable infrastructure of well-maintained vehicles, driver resources, data and metrics—can be deployed to empower the Uber platform and other noted rideshare services to deliver world-class service anywhere.

Job Description

Customer Service Representatives (CSR) are the primary face of the company to our most important stakeholders—our driver customers! Our Atlanta location is one of our largest and busiest branches where you will have exposure to all aspects of our business. The primary focus for the CSR role is to create a positive and seamless experience for our driver customers - getting approved drivers into their rental vehicle quickly and keeping them on the road throughout their time with us. The CSR handles direct requests from customers in the office, and collaborates with support teams that operate remotely from our Shared Service Center in South America. You may also help drivers navigate our loss/damage reporting process if they have an accident, or help arrange a tow if their car breaks down. The CSR reports to the Branch Manager for the location.

Who You Are

• You value great customer service and take pride in doing the small things that create an outstanding customer experience.
• You have customer service experience, ideally in an auto-related environment (e.g. rental car, repair/service shop, auto parts or tire dealer, auto dealership, auto insurance/titling/registration etc.)
• You enjoy variety, are flexible and willing to pitch in where needed depending on what’s happening that day – both the expected and unexpected.
  
• You are a collaborative team player who enjoys working across teams/departments to answer questions and solve challenges.
• Must be able to work rotating shifts which may include 8 hours on the weekend. 

Essential Job Functions

• Create a welcoming environment in the branch for customers and co-workers.
• Coordinate with the remote sales support team to create customer reservations.
• Onboard new and returning customers as they begin a rental contract.
• Verify and update driver and vehicle information.
• Support the Fleet and Claims/First Notice of Loss (FNOL) teams with the accident and damage reporting process.
• Communicate regularly with the Branch Manager and colleagues from other teams on the status of customer accounts and requests; actively follow up on outstanding questions.
• Offboard customers who are returning a vehicle, including closing their account and completing appropriate charges.
• Resolve and de-escalate customer concerns.
• Ensure timely and accurate documentation of all customer interactions in relevant systems based on standard operating procedures (SOPs).
• Perform other duties as assigned.
• Must be able to work onsite Monday-Friday; this is not a remote role.

Qualifications

• Excellent interpersonal and customer service skills.
• Superb written and verbal communication skills.
• Flexibility and adaptability in the face of shifting demands and priorities.
• Ability to work in a fast-paced, physically active environment.
• Proficient in using Google Suite, Microsoft Excel & Word.
• Ability to learn and navigate multiple computer applications with speed and accuracy.
• Must have a valid driver’s license and a clean driving record.
• Must be at least 21 years of age.
• Speaking another language in addition to English is a plus, but not required.

Benefits

VGM offers a full suite of employee benefits to support your physical, financial and mental health and well-being:

• Medical, dental and vision insurance (along with a Healthcare Flexible Spending Account and Health Savings Account) with supplemental coverage for critical illness and accidents
  
• Company-paid short and long-term disability insurance
• 401(k) retirement plan
  
• Paid time off including vacation, holidays, floating holidays and sick leave