Position Summary The Distribution Success Lead of ACE Rent A Car Reservations, Inc. is acting as an intermediary between the commercial partners and our internal customer experience team to ensure ACE customers have a positive experience. The lead will work with various consumer contacts (BBB, YELO, Consumer A airs, etc.) and booking channel partners to ensure the ACE-brand reputation is consistent and professional when pertaining to customer service. The Lead will also work closely with the Customer Experience Manager and Contact Center to continually improve the overall experience for the customer as well as optimize the book rate.
Key Responsibilities
Help drive a positive environment and culture with colleagues and partners
Field inbound Customer Care and Contact Center calls and work with the customer and our locations to resolve any and all issues
Work with the Customer Experience Manager, ACE A liates and OTA Partners
Import and log reviews from consumer reporting sites (BBB, Yelp.com, Consumer A airs, etc.)
Work with the Customer Experience Manager and ACE a liates to help provide feedback on how to provide a better experience for our mutual customers
Monitor satisfaction scores daily and use data provided by satisfaction sources to evaluate location performance
Periodically audit locations and OTA sites
Assist Director of Distribution in sending our reports to internal ACE partners
Host calls with low-performing a liates and commercial partners
Ability to travel as needed • Ensure location information is correct with all Channel Partners
Oversee Network Distribution Notifi cations (Network Closure, Openings, Changes etc.)
Measureable Objectives • Overall Customer Satisfaction score of at least 70%
Minimum Qualifications
Degree from an accredited 2- or 4-year institution, or 5 years experience in amanagement role
Positive attitude and willingness to help customers and improve the overall experience
Able to apply critical and out-of-the-box thinking to solve problems in a fast-paced environment
Able to communicate e ciently and professionally to provide a quick, satisfactory solution for ACE customer needs