Customer Relations Manager

As a Customer Relations Manager, you will focus on the customer experience in the branch by developing lasting impressions and relationships with our customers.  This will include preparation for arriving customers and readiness at all customer touch points to deliver premium service.  In addition, the Customer Relations Manager will resolve customer complaints quickly and efficiently and review customer feedback to identify areas of opportunity to improve the customer experience.General Duties and Responsibilities Handling High-Value Customers and ensuring highest customer satisfaction throughout their entire branch experience including outreach/relationship building, booking preparation and high-touch/ high-end customized rental experience development and execution from welcome to returnManage High-Value Customer Queries: when customers have questions or need help, assist them and provide optimal levels of customer service wherever possible:Manage Escalated Customer Complaints to provide immediate resolution including compensation and upgradesQuality checks of vehicles with final decision making for all vehicles of the fleet if quality of vehicle is not sufficient – able to overrule GM Reviewing Google & Broker portal scores regularly and aiming to keep the score highAnswer to Google commentsAnswer to broker portal commentsMonthly Quality Report Provide a monthly quality report with major pain points and quality issues in standard format for Managing Director/CEO, Sales & Service and board membersOn a daily basis walk the way of the customer from arrival to counter, from counter to parking, from parking to departure to ensure premium branch appearance (cleanliness, uniforms, wayfinding and signage), clean and tidy parking lot, cars are parked correctly and provide high-end experience.10-15% Travel