Description

SUMMARY

Traveler’s Assistance Agents will be responsible for providing first level support or instruction for our

customers traveling in one of our rental vehicles. By identifying concerns and problems, this position

acts as a resolution resource while answering questions, providing guidance, troubleshooting, and

following up with customers in the coordination between service providers to facilitate problem

resolution.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Answer incoming call and assign based on priority.
• Work assigned calls by priority in a timely manner.
• Troubleshoot issues remotely.
• Maintain Rental Agreement files.
• Maintain vehicle knowledge and understanding of how the vehicles and their systems function.
• Communicate professionally with vendors and locate appropriate services.
• Document all calls and authorizations with accuracy.
• Work with team members to make sure all calls and duties are completed.
• Maintain a neat and organized work area with sufficient supplies.
• Clean, straighten and organize work area when required.

COMPETENCIES

• Analytical - Synthesizes complex or diverse information; uses intuition and experience to complement data; designs work flows and procedures.
• Continuous Learning - Assesses own strengths and weaknesses; seeks feedback to improve performance; shares expertise with others.
• Job Knowledge - Competent in required job skills and knowledge; keeps abreast of current developments; requires minimal supervision.
• Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
• Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension.
• Teamwork - Gives and welcomes feedback; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.
• Leadership - Exhibits confidence in self and others; inspires and motivates others to perform well.
• Quality Management - Demonstrates accuracy and thoroughness.
• Business Acumen - Understands business implications of decisions; demonstrates knowledge of market and competition; aligns work with strategic goals.
• Ethics - Works with integrity and principles; upholds organizational values.
• Adaptability - Able to deal with frequent change, delays, or unexpected events.
• Troubleshooting –Determining the cause of operating errors and deciding what to do about it.
• Attention to Detail –Recognizes that even small inaccuracies add up quickly. Demonstrates willingness to take time necessary to follow instructions precisely.
• Speaking –Talking to others to convey information effectively.
• Active Listening –Gives full attention to what other people are saying, taking time to understand bthe points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Dependability - Commits to long hours of work when necessary to reach goals. This may include nights and weekends.
• Professional appearance - displays good personal grooming and adherence to company protocol

Qualifications

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill, and/or ability required:

Education and/or Experience

High School or equivalent diploma required.

Physical Demands

While performing the duties of this Job, the employee is regularly required to sit, talk or hear and use

hands to handle, feel, or type. The employee is occasionally required to stand; walk. The employee must

occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close

vision and ability to adjust focus.

Work Environment

The working conditions are normal for a call center environment.

Acknowledgements

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working

conditions associated with the job. While this is intended to be an accurate reflection of the current job,

management reserves the right to revise the job or to require that other or different tasks be performed

when circumstances change, i.e., emergencies, changes in personnel, workload, rush jobs, or technological

developments.