Work From Home Support Services Representative

Enterprise Rent-A-Car
Job Description

Equal Opportunity Employer/Disability/Veterans

The St. Louis Contact Center for Enterprise Holdings, EAN Services, LLC currently has openings for Work From Home Support Services Representatives. The Support Services Representative position will possess an increased level of knowledge, skills and abilities to handle all customer transactions. The primary role of this position requires proficiency in utilizing internal reservation systems on a daily basis to create or process reservations or tickets for external and internal customers. Successful performance in various performance measurements is required to earn yearly merit increases.

Our ideal candidate can maintain a professional composure while producing quick, quality resolutions for escalated service failures or account complaints. We are looking for an extremely reliable individual who can adapt to change, absorb and apply new information, consistently provide excellent customer service, and who has the determination to learn detailed processes. We are in need of someone who is a quick thinker and can handle a large amount of request from accounts and customers. Proven leadership and initiative is a plus!

The schedules for this position range from 11am-9pm Monday-Friday and 8am-5pm on the weekends. All schedules include working one weekend day.

Must be a current St. Louis metro area resident living in MO or IL.

  • Provide accurate information and solid customer service on every call per established criteria

  • Show a solid knowledge of Enterprise/National/Alamo policies and procedures

  • Consistently meet established performance and quality standards

  • Handle multiple tasks (ie., talking with customers while accessing information in a computer; addressing questions from team members or manager while handling daily tasks)

  • Provide timely and accurate information reflecting a customer service focus

  • Maintain a courteous and pleasant demeanor while speaking with external and internal customers

  • Present alternatives and options to overcome customer objections, including up-selling products in a timely manner

  • Seek to improve job performance through self-assessment, skill development, training and goal setting

  • Maintain a regular and reliable level of attendance and punctuality

  • Perform miscellaneous job-related duties as assigned

  • Must currently live in St. Louis, MO or the immediate surrounding area (candidates not in the surrounding area will not be considered)

  • Must currently live in the state of Missouri or Illinois

  • Must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future

  • Must be at least 18 years old

  • Minimum of 6 months previous customer service experience

  • Minimum of 1 year of consecutive work experience at the same employer

  • Must be able to work 40 hours per week

  • Must be able to work schedules within the department hours: Monday-Friday, 6am-9pm CST and Saturday-Sunday, 8am-5pm CST.

  • Must be able to work weekend days (Saturdays and/or Sundays)

Technical Qualifications:

  • Must have a computer/PC (No MACs) with compatible OS versions: Windows 7, 8, 8.1, or Windows 10

  • Must have a computer USB headset with microphone

  • Must have a separate modem

  • Must have a router with gigabit speed connection via Ethernet cable

  • Must have high-speed internet access provided by a cable or fiber provider (no DSL, satellite or wireless)

  • Minimum upload speed of 2mbps

  • Minimum download speed of 5mbps

  • Use of wireless and WiFi “air cards” is prohibited

*Applicants must meet all technical qualifications at the time of application.

Qualified candidates must also possess the following:

  • Ability to probe for additional information with tact

  • Attention to detail and ability to focus on current task with distractions

  • Knowledge of geographic locations and time zones

  • Ability to maintain confidential information

  • Strong time management and organizational skills

  • Exceptional communications both verbal and written

  • Comfortable working independently or in a team

  • Complete knowledge and understanding of company’s principles, policies, procedures and standards

  • Ability to apply experience based knowledge and leadership skills toward organizational goals

  • Strong sense of initiative, requiring little direct supervision

  • Ability to exercise sound judgment to make decisions toward the objective of satisfying all brands

*You will be shipped a headset and key fob to the address provided on your application. Equipment may arrive separately.

*Please be sure to verify that your mailing address in our system is an address where you can receive equipment, ensuring there are not delays in receiving your equipment. Make sure you add the apartment number (if any). PO Boxes are not supported and we must have a physical address for you to receive your equipment.

*Enterprise reserves the right to verify that your PC and internet meets or exceeds these requirements. *

Requisition Number: 2018-237543

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