Lead Service Agent

SUMMARY

Responsible for planning, directing and monitoring the preparation and delivery of car rentals. Ensures vehicles are delivered through superior customer service car quality and cleanliness, fast friendly and efficient service, and a timely rental pick-up and return process. Motivates and develop Service Agent personnel who clean, detail, and inspect vehicles prior to rental.

ESSENTIAL DUTIES

• Leads a team of Service agents to ensure all car rental inventory comply with the quality standard of the organization.
• Plans, monitors, and deliver superior customer service through car quality and cleanliness, fast friendly and efficient service, and a timely rental pick-up and return process
• Ensure all rental vehicles are clean, presentable and parked in the lot in an orderly fashion in accordance with dealership display standards.
• Coordinates with Fleet Manager to ensure all services or repairs are completed within required service levels.
• Assist Fleet Manager in other tasks when required.
• Performing ad supervising timely inventory audits
• Transports customers to and from the rental centers as required.
• Maintains daily reports as directed by management
• Maintains a professional appearance and tidy work area at all times.
• Ensure fleet vehicles are fueled. Maintain gas logs and other logs as requested by management
• Maintains professional appearance and neat work area.
• Attends departmental meetings when necessary.
• Reports to work on time every day as scheduled.

QUALIFICATIONS

• Education
  • High school diploma or equivalent
• Experience
  • Previous supervisory experience preferred
• Licensure
  • Must have valid Guam driver’s license.

KNOWLEDGE, SKILLS, AND ABILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Knowledge
  • Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • Administration and Management — Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
  • English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Skills
  • Quality Control Analysis — Conducting tests and inspections of products, services, or processes to evaluate quality or performance.
  • Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
  • Speaking — Talking to others to convey information effectively.
  • Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Abilities
  • Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.
  • Oral Expression — The ability to communicate information and ideas in speaking so others will understand.
  • Speech Clarity — The ability to speak clearly so others can understand you.
  • Speech Recognition — The ability to identify and understand the speech of another person.
  • Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing that there is a problem.

HEALTH, SAFETY, AND ENVIRONMENT (HSE) ACCOUNTABILITIES

• Responsibilities
  • Ensure a healthy and safe workplace
  • Ensure employees are trained in and adhere to standard work procedures
  • Identify and initiate correction of hazards
  • Assess and meet HSE needs of individual employees
• Key Activities
  • Train employees in safe work practices and procedures and ensure compliance
  • Inspect plant specifically for HSE problems
  • Stop any unsafe work practices
  • Report and analyse incidents and initiate preventative actions
• Accountability Measures
  • Performance Review
  • Incident investigation
  • Inspections and audits
  • Incident and near hit frequency by location
  • Involved in and support HSE Committee or equivalent

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This position involves medium work: Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.
• The worker is required to have visual acuity to perform an activity such as: operating machines such as lathes, drill presses, power saws and mills where the seeing job is at or within arm’s reach; performing mechanical or skilled trades tasks of a non-repetitive nature such as ones by carpenters, technicians, service people, plumbers, painters, mechanics, etc.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The worker is subject to both environmental conditions: Activities occur inside and outside.

SUPERVISORY RESPONSIBILITY

This position has direct supervisory responsibility

OTHER DUTIES

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time, with or without notice.