Fox Rent Car

POSITION OVERVIEW

Manage and oversee the 24/7 Call Center operations, consisting of Reservations and Roadside Assistance, which function as the frontline of inbound communication for new and existing customers nationwide.

ESSENTIAL FUNCTIONS

• Oversee, supervise and train reservation and roadside assistance staff.

• Recommend improvements to maximize reservation sales.

• Field questions regarding rental policy and procedures.

• Process of all external commissions and internal incentives related to reservations bookings.

• Oversee customer roadside service processing.

• Produce and send Call Center Team Member Performance Report.

• Ensure that Call Center Agents are promptly, efficiently, and effectively responding to customer contacts by phone, email, fax or any other communication channel.
• Responsible for accurately conveying information about the company and the company’s offerings to our customers.  As such, the Call Center Supervisors should be familiar with the company’s products and policies and have a good general level of knowledge of the automobile that permits them to ensure customers get the car they need.
• The Call Center Assistant Manager should understand Fox Rent A Cars systems and processes to sufficiently handle customer questions, complaints and inquiries.
• All customer and vendor communication should be conducted with the highest degree of courtesy, clarity, and professionalism to resolve customer issues efficiently without requiring the customer to call again - one call resolution.
• Consistently meet or exceed standards for quality, customer service, productivity and service level per department guidelines and targets.
• Participate in training seminars to enhance knowledge of company products, policies, procedures, and computer operations.
• Provide customer feedback to management to drive product, process, and operations improvements.
• Handle all escalated calls.
• Follow-up with customers or make sure the agent follows up with the customer.
• Make sure all information on the intake matches information notated on the R/A.
• Assist with paper work or special assignments given.
• Continues to Develop, Coach, and Train call center personnel.
  • Must have a strong understanding of our vehicles and their features.
  • You will provide assistance to customers that are having issues with their vehicle.  Your main objective is get the customer back on the road as quickly and safely as possible.
  • You will provide assistance to Reservation Agents and Customer Service associates that have requested additional information regarding products offered by our company.
  • You will be a liaison between sales and Fleet & Claims Managers providing useful information to improve our products and services.
  • You will resolve customer questions and problems with the highest degree of courtesy and professionalism.
  • You will promote and maintain a flexible, cooperative, team oriented and customer focused attitude within and between departments, customers, and outside vendors.
  • You will provide insight regarding improvement of services and products offered by our company.
  • You will work cohesively in a team environment while accurately and efficiently assisting customers.
  • You will be responsible for the accurate conveying of information about our company wither in person, by phone, e-mail, fax, or any other communication device.
  • The Call Center Assistant Manager must have communication skills that allow them to effectively explain vehicle features to customers and co-workers with a wide range of knowledge.

Additional Duties

• Must be able to perform the duties of Call Center and Roadside Agents and Supervisors.

REQUIRED KNOWLEDGE SKILLS AND ABILITIES

• Experience in an inbound call center and/or an automotive related business is a solid plus.
• Excellent verbal and written communication skills.
• High degree of comfort using computerized order processing systems.
• Intermediate typing and data entry skills.
• Proven ability to use solid reasoning and problem solving skills
• Detail orientation with effective organization and follow-through skills.
• Need to be flexible and have the ability to multitask and embrace change.

REQUIRED EDUCATION AND EXPERIENCE

Education-

• A minimum of High School diploma; a College degree is preferred.

Experience-

• Previous experience in a customer service environment a must
• Previous experience in a rental car company environment preferred
• Minimum of two years supervisory experience in a customer service environment

Knowledge/Skills/Abilities-

• Excellent management skills
• Excellent communication skills
• Excellent customer service skills including telephone skills
• Team Player
• Detail oriented
• Organized
• Pro-active
• Good mathematical skills
• Self-starter
• Speak, read and write English
• Computer proficient; Excel
• Auto mechanic background
• Telecommunications background
• Proficient in Rent 2000

SUPERVISORY RESPONSIBILITIES:

• Hire/Terminate
• Discipline
• Promote
• Approve time off
• Approve work and/or work product of others
• Set departmental policies and procedures

INTERNAL/EXTERNAL CONTACTS:

Internal-

• All departments
• Specific relationships with:
  • Operations
  • Customer Service
  • Claims
  • Fleet
  • All Fox locations
  • Owners

External-

• Various third party towing providers supporting Roadside Assistance

WORKING CONDITIONS/EQUIPMENT USED:

• Desktop computer
• Some travel required
• Working conditions are normal for an office environment
• Work may require occasional weekend and/or evening work
• Ability to sit for long periods of time during 8-hour workday
• Good eyesight
• Ability to handle periodic high stress
• Able to lift a maximum of 20 pounds
• Good hand and eye coordination
• Ability to be on the telephone for long periods of time during 8-hour workday.

Please download application Here (Click to download)                                                         

Candidates must be able to pass a background investigation. Fox Rent A Car, Inc. does not accepted unsolicited resumes from agencies. Fox Rent A Car, Inc. is an equal opportunity employer.

The Vice President of Marketing, reporting to the President, will conceive innovative, actionable, and efficient marketing campaigns to drive awareness and sales of Fox Rent A Car. Partner with members of the E-commerce community to drive sales through search engines, affiliate marketing, and online brand marketing initiatives, viral marketing, and online public relations through social media outlets.

RESPONSIBILITIES

Manage third party vendors and agencies, Set goals and hold accountable to drive traffic and conversions through SEO, SEM, Affiliate, Banner, and PPC campaigns.

Manage Fox loyalty program

Partner with and leverage outside agencies as needed to establish best practice and execution

Create digital marketing campaigns to support companywide initiatives including promotions

Execute mobile strategy

Drive online marketing strategy to grow sales; monitor and analyze campaign effectiveness

Develop social media strategy. Execute strategy across multiple social venues; design and implement a strategy to analyze results of social media efforts and capitalize on data gathered and instant customer feedback.

Oversee ad hoc projects as needed

Prepare and manage annual marketing budget

SUPERVISORY RESPONSIBILITY

Manage a team of 2 direct reports

Manage outside vendors

Work collaborative with outside venders and internal IT department

JOB REQUIREMENTS

15+ years marketing experience; including 8 years in E-Commerce

BA in Marketing, Communications, or related field; MBA highly preferred

Prior experience managing and directing a marketing team

Proven track record of success in increasing sales through E-commerce and online marketing campaigns

Must be self-sufficient and results oriented, with strong hands on marketing background

Attention to detail, ability to work independently in a fast-paced deadline-oriented environment required.

Previous experience managing outside resources.

Strong English language skills, both written and verbal.

Some public relations experience preferred.

Rental car industry a plus.

This position can be based out of any Fox rental location throughout the U.S. Travel to our corporate office in Los Angeles twice monthly will be required.

Fox does not accept unsolicited resumes from agencies.

Fox is an equal opportunity employer.

ABOUT THE COMPANY

Fox Rent A Car, is a discount car rental company, provides excellent customer service along with low rates since its founding in 1989. Today, our success in these areas has enabled us to develop into the largest independent car rental company headquartered in California. You will find Fox Rental Car offices conveniently located at major airports throughout the world. Fox has negotiated discounted rental rates with many quality independent car rental companies in the United States, Canada and around the world. We are continually adding new cities. We are growing organization with 17 locations and over 950 employees

POSITION OVERVIEW

The Network and Server Engineer’s role is to ensure the stability, integrity, and efficient operation of the in-house information systems that support core organizational functions. This is achieved by monitoring, maintaining, supporting, and optimizing all networked software and associated operating systems

RESPONSIBILITIES

The person will also analyze and resolve end user hardware and software computer problems in a timely and accurate fashion, and provide end user training where required. Conduct research on software and systems products to justify recommendations and to support purchasing efforts. The person must have excellent interpersonal skills and familiarity with all aspects of IT to maximize the benefit of systems investments.

The environment consists of multiple data centers and business locations outfitted with HP servers along with HP and Cisco routers, switches, Cisco ASA firewall as well as Cisco IDS \ IPS, Websence, and Mitel telecommunications MPLS and VoIP.

On-going design and support of Windows servers; physical and virtual, iSCSI SAN, Active Directory, IIS, SQL, Citrix, Hyper-V, VMware, Symantec, and other technologies are required.

The desired candidate must have experience with Network Architecture for root cause trouble shooting along with direct knowledge and experience with Microsoft Windows Server, Group Policy, Exchange, SharePoint and Cloud.

QUALIFICATIONS

Education

BS Degree in Computer Science or IT field desired (transcripts required)

Relevant Industry Certifications a plus

Experience

5+ years of direct experience working in a corporate environment supporting Microsoft technology and networking fundamentals.

Knowledge/Skills/Abilities

Strong Knowledge of Active Directory, Enterprise Security, TCP/IP, Core Networking and Cloud

Experience in supporting Citrix, RDS and Wyse Terminals

Knowledge of Active Directory integrated DNS and DHCP

Strong knowledge of Hyper-V and VMware

Experience in Exchange 2010 and SharePoint 2010

Able to support IT corporate requirements outside the normal business hours

Knowledge of backup and recovery systems using Symantec is a plus

Knowledge of Symantec Endpoint is a plus

Ability to travel as needed to support corporate offices

Excellent communication skills, (written, and verbal)

Strong attention to details and highly organized

Interface with other IT department team members to jointly work on projects

Ability to work well in a fast-paced professional office environment

Ability to work independently and as a team member

Accuracy and attention to detail essential

Professional appearance and attitude

Requires valid driver’s license and a reliable and flexible means of transportation

Availability to work flexible hours, including weekends and evenings as required.

Candidates must be able to pass a background investigation. Fox Rent A Car, Inc. does not accept unsolicited resumes from agencies. Fox Rent A Car, Inc. is an equal opportunity employer.

TO APPLY FOR THIS POSITION CLICK ON THE BELOW LINK

https://home2.eease.adp.com/recruit/?id=4271622