Customer Experience Specialist

Job Description

Job 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 in a timely manner, and work with various consumer contacts (BBB, Yelp.com, Consumer A airs, etc.) and booking channel partners to ensure the ACE-brand reputation is consistent and professional when pertaining to customer service. Specialists will also work closely with the Customer Experience
Manager and Contact Center to continually improve the overall experience for the customer.

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

Key Responsibilities
• 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 A airs, 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

Measureable 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 65%

We 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 Description

We 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.