Alice Ossoli

Staff Management:

• Supervise and schedule a team of rental agents to ensure adequate coverage during all operating hours
• Provide training, coaching, and feedback to rental agents to develop their skills and improve performance
• Monitor employee productivity, attendance, and adherence to policies/procedures
• Address any employee issues or conflicts and implement disciplinary actions as needed
• Promote a positive, customer-focused work environment

Customer Service:

• Oversee the rental process from reservation to vehicle return, ensuring a seamless experience for customers
• Resolve escalated customer complaints or issues in a timely and professional manner
• Gather customer feedback and use it to identify areas for improvement
• Empower rental agents to make decisions to satisfy customers within policy guidelines

Inventory Management:

• Maintain optimum vehicle inventory levels based on forecasted demand
• Coordinate with maintenance and cleaning crews to prepare vehicles for rental

• Customer Service: Provide exceptional customer service by greeting customers, assisting with inquiries, and addressing any concerns or complaints in a professional and courteous manner.
• Rental Reservations: Process rental reservations accurately, ensuring that customer requirements, such as vehicle type, pick-up and drop-off locations, dates, and additional services, are properly recorded and confirmed.
• Documentation and Paperwork: Review and explain rental agreements, insurance policies, and additional services to customers. Collect necessary documentation, such as driver's licenses and credit card information, and ensure proper completion of paperwork.
• Up-selling and Cross-selling: Offer additional services, such as insurance coverage, GPS navigation systems, child seats, or upgraded vehicle options, to enhance the rental experience and generate additional revenue.
• Problem-solving: Address customer concerns or complaints promptly and professionally, offering solutions or escalating issues to management when necessary.