Job Description

Job Title:
Management Trainee / Supervisor/Manager Title:
Assistant Branch Manager and/or Branch Manager / Date:
June 2004
Job Code: DR0014 / Brands/Dept: Enterprise / Level: 1

JOB SUMMARY:

The Management Trainee (MT) gains hands-on experience and knowledge to learn the business, to learn how to ultimately manage the branch and to support the entire business. The MT performs duties in all aspects of a branch to become familiar with line and staff functions, operations, management viewpoints and company policies and practices that affect each aspect of the business. The objective of the MT assignment is to educate MT’s as to all aspects of the business so that he or she can ultimately run the branch unit.

ESSENTIAL RESPONSIBILITIES:

Customer Service and Operations

  • Provide a high level of customer service by assisting customers and assessing their rental needs in person and/or by phone
  • Effectively market the company while picking up and/or dropping off customers in a safe and courteous
  • manner and assisting customers as needed
  • Conduct follow-up with various businesses and customers, including insurance adjusters or agents, dealerships, auto body shops, road-side assistance and national reservations to obtain appropriate information regarding the status and availability of rentals and customers’ vehicles
  • Clean vehicle interior and exterior by hand or by operating washing equipment when needed
  • Notify Management of any known customer problems

Sales and Marketing/Financial Performance

  • Apply appropriate rental charges and handle all forms of customer payment
  • May collect and receive branch receivables or vehicles
  • Understand, communicate and sell optional protection products, rental terms and conditions, vehicle
  • features and benefits, fuel options and additional equipment
  • Assist in Branch sales and marketing efforts to increase business and income

Fleet Management and Maintenance

  • Notify Management of any known vehicle problems and any required vehicle maintenance

Miscellaneous

  • Continuously build knowledge and skills, pursue training and development opportunities, and attend required company-sponsored training classes
  • Maintain a regular and reliable level of attendance
  • Perform miscellaneous job-related duties as assigned

QUALIFICATIONS:

Education -

  • Bachelor’s Degree

Experience -

  • Customer service experience
  • Sales environment experience

Other -

  • Current and valid driver’s license
  • Satisfactory driving record
  • Satisfactory background check

Knowledge/Skills/Abilities -

  • Sales Orientation – knowledge of sales techniques and ability to excel in a competitive environment. Ability to meet sales goals and market services to various industries while assisting to increase business and income
  • Work Ethic – ability to work independently and/or as a team. Strong time management, attention to detail and ability to handle multiple tasks, as well as resolve recurring and irregular problems
  • Ability to work cooperatively with others in the accomplishment of joint tasks and common objectives
  • Ability to work and succeed in a multi-cultural environment
  • Initiative and application – resourceful, independent thinker, with attention and application to work (ability to use own judgment and self-reliant)
  • Communication – ability to effectively present information one-on-one and in small group situations to customers, clients and other employees. Communicate company policy, procedures and programs.
  • Ability to communicate effectively and to understand and follow instruction
  • Leadership – thinks strategically about longer term needs and the capabilities that must be in place to address these needs
  • Possesses and demonstrates management and leadership skills and conveys an entrepreneurial spirit
  • Ability to contribute to team efforts and decisions, express a positive attitude and balance team and individual responsibilities
  • Customer Service – ability to evaluate customer needs, fact find, build rapport, answer questions, and probe for service quality
  • Ability to handle and solve problems in a professional manner
  • Administration – knowledge of basic computer programs and standard office equipment
  • Knowledge of company cash, check and credit card procedures

INTERNAL/EXTERNAL CONTACTS:

Internal -

  • Various branch personnel from multiple sites and Group or Regional personnel
  • Various other personnel

External -

  • Regular contact with customers, including Corporate customers
  • Contact with service vendors such as body shops, car dealers, insurance agents or adjusters, road side assistance, bank personnel and various other vendors
  • Marketing calls and office visits to Corporate accounts, vendors and some customers

SUPERVISORY RESPONSIBILITIES:

  • No supervisory duties (limited responsibility may be required based on size of office, etc.)
  • Completing multiple tasks without supervisory responsibility may be requested

WORKING CONDITIONS/EQUIPMENT USED:

  • Light to moderate physical activity requiring handling of average-weight objects (up to 25 pounds) and standing, sitting and/or walking of more than 4 hours per day
  • Work schedule generally consists of 48 to 55 hours per week, varying in shift based on location staffing needs and other factors
  • Work is performed in a typical office environment or outside in all types of weather and temperatures
  • Work involves moderate exposure to unusual elements such as temperature, dirt, dust, fumes, smoke, unpleasant odors and/or loud noises, which may vary based on location
  • Work environment involves some exposure to hazards or physical risks, which require following basic safety requirements, including road rules and regulations
  • Equipment used- a large variety of vehicles (may include 15-passenger vans and airport buses, based on location), safety belts, 2-way radio or cellular phone, phone system, computer equipment, printer, fax, safe, car jack, Slim Jim/wedge, jump box, vacuum, water hose, cleaning and polishing solutions, towel/rag, brush, stain remover, air freshener, power washer and dryer where available