What are the responsibilities and job description for the Customer Service Social Media Specialist position at Avis Budget Group?

The impact you'll make :

Research, resolve and respond to customers regarding their car rental experience worldwide. This will cover all aspects, pre, during and post rental of the customer's interaction with the company. Accurate communication of policies and procedures in conjunction with the empowerment guidelines to negotiate a mutually beneficial solution that fosters customer satisfaction and promotes customer loyalty. Achieve and maintain performance expectations of a statistical and qualitative nature which will include professional and efficient handling of the customer's social media post and accurate completion of the administrative and follow up duties when required. Essential duties and responsibilities, shown below, will vary accordingly based on assignment.

What you'll do :

Assist customers using social media websites, online tools, email and phone regarding their rental car experience. Using company empowerment guideline to negotiate and resolve normal customer issues and complaints and communicate the solution in a professional manner. Proper use of the case escalation process when appropriate.
Accurate and timely completion of the reports regarding negotiated resolutions; accurate logging of contact types; correct assignment of reason and sub-reason codes; correct cost center assignment for charge backs and proper use of the reason and proper use of the reservation systems to process reservations.
Accurate completion of forms / reports to be forwarded for special handling; prepare written communication to customers when appropriate and accurate completion of adjustments for customers
Respond to user inquiries with high quality, speed, empathy and accuracy
Follow up frequently with customers throughout the life of their complaint resolution
Investigate and resolve issues that are reported on social media such as requests for support, troubleshooting website problems and general customer service challenges
Assist team with building an engaging brand presence on Facebook, Instagram, Twitter, etc.
Help to execute tactics that will promote growth on our social media sites
Other projects and job duties as assigned

Supervisory Responsibilities

This position does not have formal supervision responsibilities.

What we're looking for :

High School Diploma. Associate's degree preferred.

Minimum of 2 years current related experience in a customer care environment or inside sales.

Previous social media engagement experience preferred

For work-from-home(WFH) roles, previous WFH experience is preferred

Required Knowledge, Skills and Abilities

Superior interpersonal and written / verbal communication skills; ability to thrive in a cross-functional, team-based environment is critical

Displays professionalism and positive attitude to develop and nurture prospect relationships

Strong negotiation, decision making, and problem solving skills

Strong self-starter who can quickly solve problems. Ability to recommend, and initiate work and projects with minimal direction

Attention to detail, time management skills, exceptional initiative & follow-through skills

Advanced personal computing skills, using MS Outlook, MS Office and multiple specialized applications.

Highly proficient keyboarding skills

Ability to type, think and work quickly without losing focus

Develop a friendly rapport with customers in 140 characters or less

Ability to handle complex customer issues and maintain a positive attitude

Ability to demonstrate strong initiative to exceed expectations.

Strong understanding of social media platforms and experience using social media monitoring tools a plus

Ability to maneuver through various systems to provide the customer accurate information

Ability to effectively communicate with customers, managers and co-workers; to quickly and easily read others through verbal and written cues

Regular and punctual attendance is required

WFH 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.

WFH 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

Travel Requirements

Minimal travel is required.

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

Community involvement opportunities

Who are we?

Glad you asked! Avis Budget Group is a leading provider of mobility options, with brands including Avis, Budget & Budget Truck, and Zipcar. With more than 70 years of experience and 11,000 locations in 180 countries, we are shaping the future of our industry and want you to join us in our mission. Apply today to get connected to an exciting career, a supportive family of employees and a world of opportunities.

The fine print :

Avis Budget Group is an equal opportunity employer - M / F / Veterans / Disabled.

Tulsa

Oklahoma

United States of America

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