Customer Experience and Sales Trainer

3 weeks ago

Perth, Australia Avis Budget Group Full time

**About Avis Budget Group**

We don't just rent cars. We're changing the way people move. Across our world-famous brands - **Avis, Budget, Zipcar, and Apex**:

- we're leading the way for the global mobility industry.

Our brands represent a mobility ecosystem of more than 11,000 locations in approximately 180 countries. With more than 70 years of experience in managing global fleets and with one of the largest fleets of connected cars in the world, we are committed to innovation and are moving the future of mobility forward.

**The Role**

The role of Customer Experience and Sales Trainer provides training and support to our employees to ensure our customer experience is positive on each occasion. This position partners with State Managers and Location/ Airport Managers to deliver strategies focused on training, revenue growth and increased customer satisfaction to support business objectives in their assigned locations.

**Responsibilities**
- Consult, train and mentor local managers and employees in areas that include operational policies, procedures, revenue generation performance issues and overall sales and service effectiveness.
- Mentor new hires in relevant operational policies, procedures, customer experience and sales initiatives within probation period and provide feedback to relevant Operational Leader.
- Onboarding new hires, including appointing a designated buddy
- Partner and support Operational Leaders with relevant training, customer experience action plans and sales tools to align performance to sales and service goals.
- Develop and maintain training materials related to policies, procedures, sales and service initiatives including presentations, job aids, participant handouts, virtual class materials, and other resources.
- Facilitate classroom size training/presentations, where possible.
- Assist Operational Leadership to assess, measure and enhance the performance of revenue generation activities connected with ancillary sales effectiveness and customer satisfaction behaviours for the customer’s positive rental experience.
- Identify and analyse areas of revenue generation opportunities for products, services and/or ancillary sales in support of business goals and to monitor the Rental Sales Agents/Rental Operations Agents’ effectiveness throughout the process.
- Ensure that customer feedback and key satisfaction metrics are understood and acted upon in a timely manner; demonstrating the ability to understand the underlying causes of customer dissatisfaction and the likely impact of different actions/initiatives.
- Demonstrate an ability to get to identify a customer experience and sales opportunity, utilising resources to provide appropriate solutions.
- Work cross functionally between various departments to help measure, analyse and enhance the performance of revenue generation activities

**Skills & Experience**
- Previous experience delivering training sessions
- Previous experience working in a sales environment and coaching employees
- Experience of People Management would be desirable
- Demonstrates an ability to organize and express ideas clearly, accurately and effectively through verbal and written means.
- The ability to build effective, trusted relationships with key stakeholders.
- Expert level knowledge and understanding of face-to-face service based selling techniques.
- Ability to demonstrate a strong work ethic and sense of urgency.
- Must be motivated to learn about best practices in sales and customer experience management.
- Excellent administrative and organizational skills utilizing MS Office Suite of products including Outlook, Word, Excel and Power Point

**Benefits and Perks**
- **Competitive Salary, bonus and company car**:

- **Wellbeing programme **incl. **life insurance **+ **discounted health insurance **+ **superannuation **options
- Certificate IV in Training provided
- Access to **Perkbox **- discounts and offers **with hundreds of retailers and big brands, including on **cinema tickets **, **fitness classes **, **shopping discounts **and much more
- Employee discounts on **car rental **across Avis Budget Group
- Employee Assistance Programme **(EAP) **provided by Converge - 24/7 support for your mental health and wellbeing

Perth

Western Australia

Australia

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