Overview

Job Title:  Rentals Manager
Department:  Rental Department – Full time
Supervisor:  General Manager
Location:  13850 N. Cave Creek Road, Phoenix, Arizona 85022 www.buddystubbs.com
Pay Class / Full Time:  Hourly

Summary Description
Provide prompt, dependable, high quality, vehicle rental/sales to customers using current pro-active sales techniques.

Key Results Areas:
-Customer Service and Satisfaction.
-Attain established sales quotas.

Major Duties and Responsibilities

Rental/Sales Support
-Present product feature/benefits to customers.
-Discuss advantages of renting products before committing to a purchase.
-Maintain inventory control system using TSD rental software.
-Follow procedures and maintenance to ensure timely and proper completion of all paperwork.
-Submit appropriate monthly reports.
-Follow procedures for quick and efficient handling of vehicles and additional rental items, including tagging and proper storage.
-Introduce new customers to sales department personnel in addition to personnel in all other departments, if customer desires to purchase a motorcycle.
-Maintain updated customer mailing list.
-Ensure orientation ride, inspection and vehicle delivery policies and procedures are followed.
-Responsible for reviewing components and functionality of motorcycle controls with rental customer(s).
-Conduct post inspection on each rental motorcycle.

Customer Service
-Assist in maintaining above average CSI scores.
-Greet customers immediately, in a courteous and friendly manner. (10 ft. rule)
-Handle telephone transactions quickly and courteously.
-Ensure customers are qualified to rent a motorcycle.
-Follow procedures so that all customers receive consistent treatment.
-Ensure cross sales.
-Handle customer complaints reasonably, showing empathy and a positive attitude.
-Maintain a customer follow-up system.

Other Duties
-Manage rental fleet.

Supervisory Responsibilities
-Manage all rental department agents and schedule.

Commitments
-Treat all employees and customers fairly, courteously, and with dignity.
-Model superior customer service behavior to all personnel.
-Remain current with all Rentals/Sales Department training available by reviewing tapes and attending seminars, workshops, and other related training programs.
-Maintain a professional appearance and attitude.
-Be honest and fair in all business dealings.
-Meet or exceed working expectations at all times.
-Demonstrate an interest in growing the vehicle rental/sales business.
-Focus on quality and customer satisfaction.

Qualifications & Job Requirements
-Rental agent experience.
-Valid motorcycle endorsement.
-At least 21 years of age.
-Acceptable MVD driving record for insurance requirements.
-2-5 years of progressive experience within customer service preferred.
-Must possess intermediate level computer skills.
-Knowledge and experience with Harley-Davidson motorcycles, and other products sold by the dealership, or the demonstrated ability to quickly learn them (Within 90 days)
-Ability to accept and follow directions.
-Demonstrated willingness to work flexible hours.
-Must be able to successfully pass a drug screen.

Physical Demands
-The noise level in the work environment is usually loud.
-Requires the ability to balance and push a heavyweight motorcycle.

Working Conditions:
-Frequently works on a computer or doing other “close vision” work.
-Occasionally, exposed to exhaust fumes or other airborne particles.
-Majority of work is conducted indoors, some outdoor booth sales and off-site activities are conducted periodically during open houses or other events.

About Buddy Stubbs Arizona Harley-Davidson

Mission Statement
At Arizona Harley-Davidson customer service and satisfaction are our first priority. The Buddy Stubbs team provides customers with only the highest quality products at reasonable prices. We are committed to promoting the sport of motorcycling while increasing the awareness of Harley-Davidson® products and services.

History
Following an extensive racing career, which included winning the Daytona 100 mile race in 1963, Buddy Stubbs started Arizona Harley-Davidson. On July 16, 1966, Buddy Stubbs Arizona Harley-Davidson became the Valley's only Harley-Davidson franchise.

In the past 48 years, the population in the Phoenix metro area has exploded to over 4 million people. Although five other dealerships dot the landscape, Buddy Stubbs remains the only Harley-Davidson dealer within the City of Phoenix. Our store, originally located on McDowell Road, moved to 13401 N Cave Creek Road in 1985 to better serve our customers. In March of 2005 we relocated into our current 47,000+ sq ft dealership at 13850 N Cave Creek Road (1.5 miles north of Cactus on the West side of Cave Creek Road).

Buddy Stubbs continues to own and operate the business with the help of his two sons, Frank and Jack. Buddy Stubbs and team realize customer satisfaction is top priority when running a successful business.