Counter Manager provides active support and works closely with Customer Experience Representatives and the CER Leads as they guide our customers through the rental process ensuring that they get the right vehicle to match their travel needs, and a clear understanding of the Dollar Thrifty products and services available to them.
On a day-to-day basis Counter Managers(CM) manage, lead, coach, and work with their team of CERs to make sure that we are providing the highest level of quality and excellent customer service. CMs are responsible for supporting and managing CERs as they work together in creating a friendly welcoming experience while ensuring that customers have an opportunity to take advantage of the wide range of Dollar Thrifty products. The CM supports the CER’s sales process as they strive to both meet the needs of the customers while maximizing revenues to meet the daily, weekly, monthly, and annual goals. Additionally, CMs will utilize and model Dollar Thrifty’s proven customer service tools and methods as they create the best possible rental experience for our customers and the CMs will act as the second level of escalation of customer issues and they work quickly and independently to resolve the issue with minimal escalation. CM will work closely with the Customer Experience Director to maintain accurate metrics and to utilize them for the continuous improvement of the operations.
To be a CM you need: