Commercial Success Lead

The Distribution Success Lead of ACE Rent A Car Reservations, Inc. is acting as an intermediary between the commercial partners and our internal customer experience team to ensure ACE customers have a positive experience. The lead will work with various consumer contacts (BBB, YELO, Consumer A airs, etc.) and booking channel partners to ensure the ACE-brand reputation is consistent and professional when pertaining to customer service. The Lead will also work closely with the Customer Experience Manager and Contact Center to continually improve the overall experience for the customer as well as optimize the book rate.

Key Responsibilities

• Help drive a positive environment and culture with colleagues and partners

• Field inbound Customer Care and Contact Center calls and work with the customer and our locations to resolve any and all issues

• Work with the Customer Experience Manager, ACE A liates and OTA Partners

• Import and log reviews from consumer reporting sites (BBB, Yelp.com, Consumer A airs, etc.)

• Work with the Customer Experience Manager and ACE affliates to help provide feedback on how to provide a better

experiencefor our mutual customers

• Monitor satisfaction scores daily and use data provided by satisfaction sources to evaluate location performance

• Periodically audit locations and OTA sites • Assist Director of Distribution in sending our reports to internal ACE partners

• Host calls with low-performing affliates and commercial partners

• Ability to travel as needed

• Ensure location information is correct with all Channel Partners

• Oversee Network Distribution Notifi cations (Network Closure, Openings, Changes etc.)

Measureable Objectives

• Overall Customer Satisfaction score of at least 70%

Minimum Qualifications

• Degree from an accredited 2- or 4-year institution, or 5 years experience in a management role

• Positive attitude and willingness to help customers and improve the overall experience

• Able to apply critical and out-of-the-box thinking to solve problems in a fast-paced environment

• Able to communicate efficiently and professionally to provide a quick, satisfactory solution for ACE customer needs