As a Lead Reservation & Customer Experience Specialist, you are the strategic voice of our premium electric car rental service. You will bridge the gap between high-end customer service and operational excellence, ensuring our discerning clientele experiences unparalleled satisfaction from booking to battery charge.

In this multifaceted role, you will manage complex reservations, oversee daily service levels, and collaborate with fleet management to ensure our luxury EVs are ready for the road. You aren’t just resolving inquiries; you are optimizing the entire reservation ecosystem and mentoring the team to maintain our reputation for excellence as we expand globally.

Schedule:

• Sat - Sun 5pm-2am CST (Sun-Mon 6am-3pm Manila Time).
• Additional shifts possible to cover existing employees when on PTO.
• Potential F/T in the future.

Independent Contractor Perks:

• Permanent work from home
• Immediate hiring

Core Responsibilities

• Monitor daily reservations and system performance to ensure service levels and booking targets are consistently met.
• Oversee the reservation platform to confirm vehicle availability, pricing accuracy, and rental terms in real-time.
• Coordinate vehicle fleet logistics based on customer preferences, maintenance schedules, and location-specific demands.
• Address booking conflicts, overbookings, or last-minute logistical shifts with creative, minimal-disruption solutions.
• Handle inbound calls, emails, and live chats with the enthusiasm and professionalism required for a luxury brand.
• Manage modifications, cancellations, and special requests, turning potential complaints into opportunities for "customer delight."
• Promote premium add-ons (e.g., damage waivers, unlimited mileage) and build long-term relationships to encourage repeat business.
• Assist Supervisors in training new hires and providing ongoing guidance on best practices, service protocols, and system usage.
• Work closely with Fleet, Sales, and Marketing teams to align on promotions, vehicle readiness, and new service launches.
• Identify bottlenecks in the reservation journey and implement solutions to enhance efficiency and data integrity.
• Maintain meticulous records of cancellations, refunds, and no-shows while handling payment processing and billing inquiries.
• Ensure all bookings comply with company policies and legal requirements across multiple operational cities.

---

Requirements & Qualifications

• Strong background in luxury service, specifically within transportation or logistics. Previous experience in a lead or senior capacity is highly preferred.
• Masterful command of English with the ability to convey information clearly and engagingly.
• Expert familiarity with CRM systems and reservation software; ability to learn and troubleshoot new technologies.
• Meticulous attention to detail regarding data, pricing, and fleet availability.
• Ability to thrive in a 24/7 operational environment, including night shifts, weekends, and on-call availability during peak periods.
• A genuine drive for the electric vehicle industry and the future of sustainable luxury travel.

Side Note

• This is a permanent work-from-home role under an Independent Contractor arrangement. Candidates must have their own computer and reliable internet connection, and are responsible for their own taxes and benefits. Professional hourly fees are established based on your performance in the application process.

Reminder

• Please follow the provided link to BruntWork’s Career Site to finish your initial application requirements, including the assessment questions, technical check, and voice recording. Submissions with all requirements fulfilled will receive priority review.