Schedule: Tues/Wed 9am-6pm CST. No breaks.
Additional shifts possible to cover existing employees when on PTO. Potential F/T in the future.
We are seeking a proactive and detail-oriented Lead Reservation Specialist to oversee our booking operations and ensure a seamless experience for our customers. This role balances high-level operational oversight with hands-on customer support, requiring a blend of leadership, technical proficiency, and exceptional communication skills.
Key Responsibilities
- Monitor daily reservations to ensure targets and service levels are met.
- Provide guidance on best practices, customer service protocols, and troubleshooting issues.
- Handle high-volume inbound calls, emails, and live chat inquiries related to reservations.
- Assist customers with reservation modifications, cancellations, upgrades, and special requests.
- Address customer complaints or issues promptly and professionally, ensuring customer satisfaction.
- Oversee the reservation system to ensure bookings are processed smoothly, confirming vehicle availability, pricing, and rental terms.
- Manage and update reservations in real-time, adjusting for fleet availability, last-minute changes, and customer requests.
- Coordinate vehicle allocations based on customer preferences and location demands.
- Assist the Supervisor in training new hires and provide ongoing support for existing team members on reservation processes, customer service, and system usage.
- Work closely with the fleet management team to ensure vehicle availability, maintenance schedules, and readiness.
- Collaborate with sales, marketing, and operations teams to align on promotions, pricing, and new services.
- Monitor reservation accuracy and system performance to ensure consistency and data integrity.
- Identify areas for process improvements and implement solutions to enhance efficiency and service quality.
- Maintain up-to-date records of reservations, cancellations, no-shows, and refunds.
- Ensure compliance with company policies, procedures, and legal requirements related to reservations.
- Handle payment processing and billing inquiries as needed.
- Address and resolve booking conflicts, overbookings, or other challenges, ensuring minimal disruption to customers.
- Coordinate with other departments or locations to accommodate last-minute changes or special circumstances.
- Promote additional services (e.g., damage waiver, unlimited mileage, etc.) to customers during the reservation process.
- Develop and maintain strong customer relationships to encourage repeat business and positive reviews.
- Be available for on-call shifts or emergencies, especially during peak times or unexpected situations that affect reservations.
Position Requirements
- 2+ years of experience in reservations, hospitality, or car rental services, with at least 1 year in a senior or lead capacity.
- Exceptional verbal and written communication skills for handling high-volume customer interactions and inter-departmental collaboration.
- Proficiency in reservation management software (GDS or proprietary systems) and Microsoft Office Suite.
- Proven ability to resolve complex booking conflicts and customer complaints under pressure.
Benefits
- Permanent work from home
- Immediate hiring
- Steady freelance job