CUSTOMER LOYALTY MANAGEMENT TRAINEE

Description Company overview:

Midwestern Wheels, Inc. is a licensee of Avis Rent A Car and Budget Rent A Car systems, one of the largest car rental companies in the world. Midwestern Wheels, Inc. was established in 1958 and operates Avis Rent A Car and Budget Rent a Car locations in seven cities: Appleton, Green Bay, Madison, La Crosse, Eau Claire and Mosinee in Wisconsin, and Rochester, Minnesota as well as several smaller agencies throughout the region. Our administrative services and management support teams are located in Appleton, Wisconsin.

Job description:

The right candidate must be very customer service oriented, with outgoing personality and the ability to motivate others to perform well. This position is a participatory management position. You will work in conjunction with the District Manager of Sales and Development, and other department members to achieve measureable results in sales and level of customer service and product delivery. Main focus is building a successful team. Provide direction and supervision to Rental Sales Agents and Service Agents of company. Benchmark station and individual staff performance to established Customer Service/Sales and Quality Assurance Standards. Monitor, evaluate, provide guidance and support to employees to grow in their position and reach maximum potential. Examine employee’s abilities and deficiencies in order to develop them accordingly. Provide positive feedback and motivation to all employees. Create and make suggestions on establishing and maintaining a high level of communication within the department and from the department to Station Managers, Area Managers, upper management and other departments in the company.

Job functions:
- Manage, develop and motivate Rental Sales Agents to achieve individual and location based revenue objectives and provide exceptional Quality of Service to out customers resulting in a “memorable experience.”
- Review and analyze Rental Sales Agents selling techniques.
- Monitor and analyze the quality of customer service provided by Rental Sales Agents and Service Agents. Provide feedback.
- Train Rental Sales Agents in the understanding of and use of techniques of CSI program.
- Conduct station visits on a weekly basis.
- Continually review and analyze penetration, revenue per transaction days and revenue results.
- Several times a month, complete Quality Assurance audits to measure and report compliance to established standards. Results must be reviewed with station manager and lead or supervisory staff to communicate strengths and opportunities for improvement.

AN AVIS APPLICATION IS REQUIRED FOR FURTHER CONSIDERATION FOR THIS POSITION. AN ON-LINE VERSION CAN BE FOUND AT aviswi.com.

Requirements Education requirements:

Must have at least a high school diploma, but prefer a college degree/technical college degree in Human Resource Management, Business Management, Marketing or other related fields.

Work experience requirements:

Candidate must have at least one year of experience as Manager, Assistant Manager, or Supervisor in the Customer Service industry. Any experience in travel/ rental car industry a plus. Candidate must have worked for a minimum of 2 years for a business where the focus was Customer Service. In addition, must have experience in working in a team environment and/or as a support role to other departments and team members.

Skills and competencies:
- Self directed, initiative
- Work in a team environment
- Very good communication skills/verbal, written, phone
- Organization skills
- Ability to think creatively
- Ability to adapt quickly
- Ability to provide a supportive role/assistant to the field
- High accuracy/attention to detail

Specialized knowledge, licenses

- Computer skills, knowledge or Microsoft Word, Excel
- Valid Drivers License and good driving record