The airports are busy locations dealing with several hundred/thousand transactions in a day. Every Manager has a role to play in ensuring their contribution enables the whole operation to work efficiently to deliver the best customer service. Therefore managers must look not only at the functions where they have oversight, but the site as a whole to ensure that service focus is achieved at all times. Dollar/Thrifty has high expectations that all managers will be effective leader coaches.
As a Customer Service Leader (CSL) you and your team will strive to create a positive customer experience from the time they enter the courtesy bus until they leave with their personal choice of vehicle from the exit gate. You will lead and coach your team to guide our customers through the rental process with minimal wait times while offering them a wide variety of Dollar/Thrifty products and services. Additionally, you will work to ensure that Dollar/Thrifty’s most loyal of customers have the highest standard quality and service. You will work closely with the Operations Leader to leverage the replenishment model and ensure proper utilization of the zones. The CSL will serve as the third level of escalation for customer issue and works to resolve outstanding issues and coach your team how to resolve issues at the lowest level possible while delivering the highest level of customer service.
To be a great CSL, you need: