Description

This is a call/center, telephone based guest services position. This person will assist our Private Client/VIP Service's management team by providing 5-Star guest services to our many Private Client/VIP guests across the country. This role includes making reservations, sales/upgrading, handling difficult situations and helping to accommodate different type of guests and rental requests. This individual is accountable for fulfilling Private Client/VIP Services sales goals and service standards, and profitability goals. The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

DUTIES AND RESPONSIBILITIES:

• Assists our Private Clients acting as a liaison between insurance companies, body shops and rental branches.
• Grows and expands “VIP Services” base of business by building and maintaining rapport with key contacts; identifying new opportunities; delivering exemplary service; driving sales.
• Anchors the Call Center and responds to all inquiries, book reservations in concert with field locations, provide service execution for reservations booked.
• Ensures each and every guest has an exceptional experience as it relates to Go Rentals.
• Answers incoming guest telephone calls in a courteous and professional manner.
• Follows-up with leads by calling and emailing guest throughout the day.
• Possesses and maintains thorough knowledge of the Private Client/VIP rental and aviation or hospitality industry as assigned.
• Negotiates rental contracts with Private Client/VIP guests.
• Responds to and investigates Private Client/VIP guests’ inquiries, concerns, and issues via phone, fax, mail, and e-mail in a timely and courteous manner.
• Assists all Private Client/VIP guests with inquiries and concerns in a professional and friendly manner both on the telephone and in person.
• Understands and communicates information regarding Go Rentals products, services, and policies to new and existing clients.
• Provides training and support to their respective associates in concert with management and corporate training department teams.
• Possesses and maintains thorough knowledge of our fleet/vehicles and Private Client/VIP, and insurance products.
• Researches Private Client/VIP guests and offers upgraded vehicles.
• Creates and builds enduring relationships with teammates, Private Client/VIP guests, insurance companies and body shops.
• Communicates with all levels of Go Rentals employees regarding inventory, availability, and preparedness for upcoming guest rentals.

ADDITIONAL REQUIREMENTS

• Creates and builds enduring relationships with teammates, Private Client/VIP guests, and potential PrivateClient/VIP guests; interacting to be a positive influence on morale.
• Ensures longevity of The GO Rentals Brand through ownership of relationships, follow up and follow through.
• Actively interacts with past, current and future Go Private Client/VIP guests as they are presented.
• Adhere to and ensure that all activities and actions are compliant with Go Rentals Policies and Procedures
• Work as scheduled; evenings, weekends and holiday hours as required
• Any other duties as directed

QUALIFICATIONS:

• Ability to work individually or within a team environment
• Ability to perform sales and operations for both local and national locations
• Ability to work a flexible schedule including weekends, evenings, and holidays as needed
• Ability to maintain and project professional behaviors towards guests and associates
• Ability to work in varying environments, such as indoors and outdoors 
• Valid, unrestricted Driver’s License (as mandated by state and location) with good driving history is required
• Must meet residency requirements that allow working in the United States
• High School Diploma or equivalent - 4 Year College Degree Preferred
• Proof of Auto Insurance/Insurability
• Must be a self-starter and proactive
• Excellent guest service skills
• Commitment to excellence and high standards
• Excellent written and verbal communication skills
• Good judgment with the ability to make timely and sound decisions
• Creative, flexible, and innovative team leader
• Demonstrated ability to make successful presentations to individuals and/or groups
• Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages
• Ability to travel nationally on occasions for training, meetings, or field support needs
• Excellent problem resolution
• Strong interpersonal skills
• Extensive leadership and management skills
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm

PHYSICAL REQUIREMENTS:

• Ability to Stand, Walk, Bend, Reach for extended periods
• Ability to lift a minimum of 45 lbs without assistance
• Ability to work within an airport environment with smells and noise associated with jet craft
• Ability to work in weather and elements and with varying degrees
• Work between frequently alternating environments; inside and outside, sun light and office light
• Must possess all auditory, speaking and communicating capabilities necessary to complete the responsibilities detailed above. The essential functions of this position include, but are not limited to, the following: sitting, standing, walking, bending and twisting, climbing, driving, pushing and pulling, speaking, writing, lifting, typing, filing, reading and the ability to use a computer, telephone, calculator, copy machine and fax machine.

Qualifications