Job Description

Manages sales performance and customer experience results for locations in an assigned area/region. Creates a competitive advantage by driving an intense focus on the customer experience through research, design, development, and execution of small to large scale customer focused initiatives. Trains, coaches and develops sales associates and managers in implementing appropriate methods to achieve revenue growth goals and customer service improvement. Collaborate with the appropriate stakeholders to transition great customer ideas to execution and implementation. Responsible and accountable for sales and service achievement and relative metrics for success. Participates in and may coordinate project related activities with other functional groups or external vendors. Essential duties and responsibilities, shown below, will vary accordingly based on assignment.Essential Duties and ResponsibilitiesSales

• Collaborates with location management to organize the duties carried on at the counter including monitoring the employee performance
• Acts as an internal sales expert and partners with operations to help assess, measure and enhance the performance of revenue generation activities connected with counter and bypass sales effectiveness.
• Partners with local managers to identify and analyze areas of sales and revenue generation opportunities for products and/or services in support of business goals.
• Monitors the sales agents' and partners with location management to maximize overall effectiveness of the sales process.
• Partners with location management to execute local sales training programs while keeping up to date on new company training methods and techniques.
• Consults, trains, mentors, and coaches local managers and associates in areas that include revenue generation performance issues and overall sales effectiveness.
• Contribute to the direct coaching process, along with the location management team, on all customer facing roles to improve performance. Lead teams to motivate frontline workers to alter their behavior and make ABG more customer-centric

Customer Service

• Works on moderate to complex customer NPS experience projects and is responsible for tracking key project milestones, escalating issues, and adjusting plans to accurately reflect the projects progress.
• Responsible for identifying customer experience needs/opportunities and the relative strategic design/redesign solutions needed.
• Assist local management with all training, coaching and observation of all customer facing roles. Responsible for the development of new employees and the on-going performance assessment of current employees. Includes new hire curriculum and mentoring.
• Ensures all Quality Assurance standards are maintained

General

• Track, coach and hold associates accountable to fuel collection standards
• Develops and produces metrics and analysis presentations for executives.
• Continuously innovate to help the team better identify and address customer needs across various touch points.
• Support Operations as needed with sales and customer service during peak hours and high volume season(s).
• Recommends and partners with Human Resources and Management on appropriate corrective action where necessary.
• Reviews work being performed to ensure complete, timely, and consistent results, and evaluates the performance of managers and associates to senior leaders as needed.
• Works effectively in a matrixed organization to gain commitment and achieve desired results with resources reporting to other functional areas.
• Builds and maintains business relationships at all levels to facilitate organizational profitability and attainment of Avis Budget Groups strategic engagement goals.

Requirements

• Bachelors Degree in Business or related field required.
• 3 5 years of progressive experience in sales, training and customer service
• 1+ years of managerial experience and/or supervisory experience in a related field/function.
• Ability to work various shifts including nights, weekends and holidays
• Some travel required as per business requirements

Required Knowledge, Skills and Abilities

• Knowledge of counter sales, performance leadership and/or Quality Assurance standards.
• Prior experience or involvement in sales training, leadership development, customer/client service and/or presentation/teaching skills.
• Strong leadership, creativity and analytical skills.
• Persuasive and motivational communication skills, both verbal and written.
• Strong interpersonal, organization and time management skills.
• Ability to multi-task in a fast paced environment and act with a sense of urgency.
• Contribute positively to the organization, both individually and as part of a team.
• Strong PC skills including knowledge of MS Office (Excel, Word).

Who are we?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 within our growing enterprise.The fine print:
Avis Budget Group is an equal opportunity employer M/F/Veterans/Disabled.
This role requires the ability to lift up to 15 pounds and enter and exit vehicles. 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. This position may be with any affiliate of Avis Budget Group.CalgaryAlbertaCanada

Avis Budget Group