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City Specialist
Ref No.: 18-08167
Location: Sandy Springs, Georgia
City Specialist
Sandy Springs, GA
18+ Months

The City Specialist is responsible for ensuring high caliber, smooth, consistent ongoing operations that reflect the values of the clients brand and those of our customers. the City Specialist will provide on-the-ground leadership, guidance and support to the subscription service provider(s), and deploy available resources thus ensuring that the program offer meets/exceeds customer expectations. The City Specialist will document appropriate processes & trouble-shoot operational issues to determine process improvements. The City Specialist will provide timely market performance and operational updates, and recommendations to improve same.

• Responsible for local operations and logistics,
• Including meeting customer satisfaction requirements
• Identification of operational performance deficiencies and correction of same
• Identification of operational performance enhancements and implementation of same
• Communication / sharing of Best Practices
• Customer Relations
• Ongoing high level of Customer satisfaction
• Coordinate satisfactory resolution of customer issues
• Local fleet management
• Monitoring of fleet utilization and correct placement
• Monitoring of fleet condition to ensure customer expectations are met
• Monitor to ensure fleet maintenance requirements are met
• Coordination of insurance claims submission, repair authorization
• Dealership management
• Dealer staffing levels are appropriate
• Provide necessary training
• Oversight and coordination of three dealer concierge per city
• Including performing vehicle delivery & flips, as needed
• Marketing
• Ensure all marketing communications are evident and in sync with local market dynamics
• Recommend additional promotional tools
• Liasion to HQ
• Provide market feedback to HQ
• Provide clear, consistent communication regarding operations & performance

Measures:
• Consumer acceptance and enrollment in the subscription service
• Consumer loyalty / churn rate
• Customer satisfaction
• Fleet utilization, condition