Job Description

Title: Rental Sales Agent (Counter)

Department: Operations

Reports to: Director

Company Overview:

Junction Lodge Pty Ltd is a family owned company that has been operating as an Avis Franchise since 1986. Based in Dandenong, we operate 4 locations covering the South East of VIC.

As a franchisee/licensee of the Avis Budget Group, we operate in a network of over 8900 locations in 166 countries. Avis Budget has a long history of innovation and is considered one of the worlds top brands for customer loyalty.

We rent cars and commercial vehicles of varying sizes to suit almost any requirement. Our customers include Government, multinational, large and small businesses as well and private individuals. We hire for periods of hours to years, depending on our customer’s requirements.

Job Summary:

The Rental Sales Agent (RSA) helps complete all the duties required to rent out a vehicle, specifically the rental and return transactions. Integral to this role is a focus on understanding our customer’s requirements and promoting Avis programs and services that meet and exceed their needs following established best practice standards. Additionally, the RSA will identify and report vehicle damage and may be required to clean and service rental vehicles.

The RSA performs duties and provides services which reflect the Company’s values. Essential duties and responsibilities, shown below, will vary based on the location, team size and any specialised or specific requirements.

Key Accountabilities:

Marketing and Selling Avis Budget products and services through identifying customer needs, maximising sale opportunities and meeting sales goals set by Managers.

Completing rental transactions and agreements for customers following established guidelines and procedures, providing customers with completed rental agreements, keys, directions to rental vehicles, maps, and any other assistance required.

Obtaining required authorisations, signatures imprints, addendum, confirmation numbers and perform Preferred, VIP or other special service as assigned.

Reviewing completed contracts with customers, continually ensuring knowledge of rates, policies and procedures is current and understood.

Ensuring vehicles are ready and meet the Quality Assurance standards for pick up.

Checking returned vehicles, checking fuel levels, body damage, service due sticker and operation of vehicle, tyres and accessories.

Removing damaged or problem vehicles from fleet to designated out-of-service area, completing incident reports and notifying dispatcher or rental counter of vehicles taken out of service.

Cleaning interior and exterior of vehicles according to prescribed quality standards, disposing of garbage and turning in any articles left by customers to designated lost and found area.

Solving problems raised by customers using sound judgement and company policy.

Handling cash, card and account transactions in an accurate and trustworthy manner.

Conducting inventory and logging vehicles in and out of service area according to established procedures. Completing necessary paperwork, communicating inventory and availability and notifying fleet manager in case of vehicle problems.

Having an in-depth knowledge of the WIZARD system and an understanding of the current policies and procedures for Rental Sales Agents.

Assisting all customers with inquiries, concerns and requests in a positive and friendly manner, including the loading and unloading of luggage, shuttling of customers to a desired destination as directed and providing direction and operating instructions.

Completing and actioning daily/weekly reports as required.

Conducting work in a safe manner, complying with Occupational Safety, Health and Environment policies and procedures to eliminate or minimise workplace health and safety risks.

Adhering to Company Quality Assurance and Uniform Guidelines.

Working efficiently and effectively in a team environment to maintain a culture of service excellence and accomplishing organisational goals under limited supervision.

Driving vehicles as require in a safe and timely manner, following speed limits and traffic guidelines and rules.

Person Specification

Education and Professional Qualifications

Essential: Driver’s License

Desirable: MR/HR License

Work Experience

Essential: Demonstrate understanding and use of the Customer service and Sale process

Desirable: Experience within the car rental industry / Experience meting KPI’s

Technical Skills and Knowledge

Essential: Problem Solving / communication / Knowledge of OHS requirements / Attention to detail / basic computer use

Desirable: Comprehensive computer use / Excellent communication