Budget Truck Senior Customer Service Rep

Avis Budget Group; United States; Hybrid; USD 20,000 - 28,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k) matching

Employee discounts

Training program

Employee assistance program

Job summary

Avis Budget Group in Tulsa, Oklahoma, is seeking a customer-centric professional for a hybrid role focused on delivering outstanding service, handling emails, and resolving issues across reservations and loyalty programs.

Join a team of 25,000+ colleagues committed to performance and integrity, with opportunities for training, benefits, and career growth in a dynamic contact center environment.

Qualifications

• High school diploma or GED required; associate degree preferred.
• 3 years of related customer service experience in a fast-paced environment.
• Call Center/Contact Center experience preferred.

Responsibilities

• Own the interaction with customers by delivering outstanding service to drive loyalty, improve retention, and reach service goals.
• Complete customer email interactions, meeting response times using our internal email system.
• Resolve customer inquiries and problems through effective interaction and negotiation.
• Clarify the customer’s complaint, determine root cause, and explain best solution to solve the issue.
• Provide accurate rental terms including pre and post rental transactions and loyalty programs.
• Enter data into company systems for tracking and retention of records per policy.
• Meet or exceed metrics in a performance-driven role including customer satisfaction and objections handling.
• Assist outsource partners with reservations, billing inquiries, refunds, and promotions; coaching on policy.
• Approve monetary adjustments up to authorized limits as per location guidelines.
• Ensure reports are completed on time and participate in virtual training sessions.
• Other duties as assigned.

Skills

Analytical skills

Attention to detail

Leadership

Decision making

Problem solving

Communication skills

Teamwork

Attendance

Education

High School Diploma or GED

Associate’s degree preferred

Tools

MS Outlook

MS Office

Job description

Driven to be the Best

People. Performance. Purpose.

At Avis Budget Group, we’re driven to be the best vehicle rental company in the world, together. Our 25,000 employees raise the bar every day, bringing different perspectives, taking ownership, and leading with integrity. We’re defining the future of mobility with safe, sustainable solutions that move people, businesses, and communities forward.

This is a HYBRID role based at Tulsa, OK

What You’ll Do:

• Own the interaction with customers by delivering outstanding service to drive and build loyalty, improve retention, and achieve corporate best-in-service goals and objectives.
• Complete customer email interactions, meeting response times using our internal email system.
• Complete responsibility to resolve customer inquiries and problems through effective interaction and negotiation
• Resolve product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting corrections and adjustments.
• Provide accurate rental terms and conditions, including but not limited to pre and post rental transactions, loyalty programs and negotiation guidelines in accordance with company policy.
• Accurately enter required data into various company systems for tracking, reporting and retention of customer records. Ensure that all interactions are in accordance with ABG policies and standards for service and professionalism needed to achieve the ABG loyalty/NPS objectives.
• Meet or exceed specific metrics/goals in a performance driven function, including high customer satisfaction scores, negotiating and overcoming objections
• Answer questions from outsource partner Customer Service Representatives concerning reservations, rental procedures, billing situations, refunds/adjustments, promotional programs and corporate/commercial accounts. Provide coaching on policy and procedures.
• Approval of monetary adjustments up to authorized limit following the guidelines and parameters set for the various renting locations.
• Ensure that all reports are completed on time.
• Active participation in virtual training sessions is required.
• Other duties as assigned.

Supervisory Responsibilities

This position does not have formal supervision responsibilities.

Perks You’ll Get:

• Access to Medical, Dental, Vision, Life and Disability insurance
• Eligible to elect other voluntary benefits including: Group Auto Insurance, Group Home Insurance, Pet Insurance, Legal Assistance, Identity Theft Protection, FSA, Accident Insurance, Critical Illness Insurance, and additional life insurance coverages
• 401(k) Retirement Plan with company matched contributions
• Full training to learn the business and enhance professional skills
• Employee discounts, including discounted prices on the purchase of Avis/Budget cars
• Access to an Employee Assistance Program for services including counseling, financial and legal consultation, referrals for care service and more

What We’re Looking For:

• High School Diploma or GED required. Associate’s degree preferred.
• Three years of related job experience in a fast-paced customer service position
• Call Center or Contact Center experience preferred
• Strong analytical and mathematical skills, attention to detail, and ability to work independently and in teams.
• Strong leadership, decision making, and problem-solving skills.
• Strong analytical and organizational skills.
• Ability to handle complex customer issues while maintaining a positive attitude.
• Excellent verbal and written English communication skills with internal and external customers.
• Advanced PC skills using MS Outlook, MS Office and multiple internal systems for case management, reservations, etc.
• Hybrid employees must maintain a non-disruptive, distraction-free, designated, safe and ergonomically sound work environment where business information can be discussed and maintained in a confidential and secure manner. This is particularly important in customer-facing or Customer Care Center jobs where customer credit cards and personal information may be entered into Company systems.
• Hybrid employees must maintain high speed internet sufficient to provide secure, consistent and uninterrupted internet access necessary to perform their job, including attendance at video conferences or on meeting platforms. Use of a Company cell phone as a Wi-Fi “hot spot” for internet access should be limited to occasional use, such as when in attendance at an off-site meeting, internet outages or other emergency situations, and should not be used as your regular means of internet connection.
• Ability to demonstrate strong initiative to exceed expectations.
• Regular and punctual attendance required

The starting hourly rate for this position is between $17.50 hourly. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.

This position is also eligible for up to 5 % bonus opportunities. [long-term incentive compensation awards].

Who We Are:

Here at Avis Budget Group, you will be joining a team of 25,000 driven people, performing with purpose. Together, we’re moving the future of transportation forward with our innovative, customer-focused solutions.

Our culture is performance driven, where we encourage and support each other to be at our best through leadership, training, tools, and rewards.

We are proud to make a positive difference to the lives of our colleagues, customers, and communities where we operate.

Avis Budget Group is an Equal Opportunity Employer – Qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other category protected by applicable law.

This advertisement does not constitute a promise or guarantee of employment. This advertisement describes the general nature and level of this position only. Essential functions and responsibilities may change as business needs require. The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law. This position may be with any affiliate of Avis Budget Group.

Tulsa

Oklahoma

United States of America