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image Enterprise Holdings Spotlight on Service: Reservation Sales Representative Ken H.

Reservation Sales Representative Ken H. works for the Enterprise Holdings Contact Center from his home in Eugene, Oregon and was nominated as a stellar example of someone who consistently provides great customer service.

When we spoke with Contact Center Director Linda D.,she had nothing but glowing things to say about Ken. “Ken consistently and regularly provides encouragement, motivation and advice to other work-at-home employees via the company intranet, Office Communicator, team meetings and emails. Ken has an awesome personality and is incredibly professional. He is exceptional with customers and has great customer service scores.”

Q: What is your role?

A: I’ve been a customer service representative for Enterprise Holdings for eight years.

Q: What customer base do you support?

A: I book reservations for all three rental brands – Alamo, Enterprise and National. And while I speak with customers from all over the world, the bulk of my customers are from North America.

Q: What are the challenges of working with customers over the phone? How do you overcome them?

A: I would say the challenges rest in how you approach the day. Personally, I know what I need to do to get into the frame of mind to interact with customers. I prepare all of my meals and snacks for the workday the night before so I’m calm in the morning. I don’t like to rush before work.

On my best days, I’m in a very positive frame of mind and eager to help people by the time I get my first call. On a rough day, I just think about a part-time job I had years ago where I operated a ripsaw. It’s a big, noisy, dangerous saw used to chop up big chunks of wood. People who aren’t paying attention can lose their fingers. Compared to that, this is a piece of cake.

Q: How do you keep customers satisfied?

A: I try and establish a balance of professional and personal ties with each customer. I’m not afraid to be funny. I get a lot of energy just making contact with another person.

Having been through training with Enterprise Holdings, I’ve always approached my customer interactions like a fellow consumer first, then a rental car expert second. I never like to feel like I’m the person between the customers and the car. I want to be the person who makes the process easy, and advises them on deals and discounts.

Q: What advice can you give others about providing exceptional customer service?

A: It’s very important to listen to your customer. Also, be creative. Ask questions. Offer alternatives. Even when we’re sold out, I do my best to find them a car.

Q: How do you maintain a team environment with your work-from-home peers?

A: A lot has to do with our manager, Kelly P., who is tremendous. Kelly makes sure we interact as a group daily. She is excellent at motivating everyone. I’m personally extremely team-oriented, so I respond well to the idea of a group making a common effort to succeed.

Q: What’s your home office like?

A: I use my smaller bedroom for an office. Early on, I bought a nice chair and desk. In January, I decided to experiment with a stand-up workstation. So I have a keyboard on top of a bookshelf, my mouse stacked on books and the monitor on top of an encyclopedia. The main problem is that I almost knock my mouse over 20 times a day.

Q: What three words describe your approach to customer service?

A: Focus, listen and serve.

 

  • 9 days ago

Enterprise Career Path: Tori Patrick, European Vice President of Airports

The way Tori Patrick sees it, employees at Enterprise are never more than two steps removed from a potentially amazing experience in their careers.

That’s how the New Jersey native would characterize her latest position as European Vice President of Airports — a post that keeps her traveling frequently to meet with colleagues in France, Germany, Ireland, Spain and the United Kingdom.

The key to landing such an assignment? “If you perform at a high level, opportunities will present themselves,” Tori says. That’s step one.

As for step two: “In the back of your mind, you should always think about where you want to go and how you will get there,” she says. “By performing and thinking about the path forward, you can jump on the right opportunity when it comes along.”

Early career growth

The notion of building a great career at a single company is exactly what attracted Tori to Enterprise after she graduated from Rollins College and learned about Enterprise at a career fair.

Tori started out in Orlando as a Management Trainee, and quickly earned a series of promotions, including Branch Manager and then Area Manager.  

It was a busy time in Tori’s life to say the least. Along with “learning a ton,” she also got married and began a family.

“The thing is, I had really great numbers, and I knew that’s when you want to apply for positions,” Tori says. As it happened, near the start of her maternity leave, five regional rental manager spots opened up. After consulting her supervisor and general manager, she applied for the jobs, conducting the initial phone interviews from home with her then-2-week-old daughter at her side.

Tori landed the opening in Nashville, Tennessee, which meant returning from maternity leave in a new market, and working outside of Florida for the first time. The Patricks had another daughter while in Music City, and Tori’s performance numbers remained high.

After three years, Tori earned a promotion to Regional Vice President in South Florida, and moved yet again.

Across the pond

In 2010, Tori was named Regional Vice President over three of the largest airports in North America: Miami, Fort Lauderdale and Palm Beach, quickly guiding them to impressive gains.

“It was definitely an interesting time,” Tori says. “Even with as long as I’d worked for Enterprise, I was learning something new every day.”

Today, Tori is putting all that experience to good use as the European Vice President of Airports.

Her young family has flourished in its new surroundings as well. “Our daughters love it here, and we just love how they will learn about the world from a completely different perspective,” she says.

Tori admits that London is not exactly the landing spot she imagined when she joined Enterprise 21 years ago. “But my husband and I agreed if the right opportunity came along, we would take it,” she says. “And it’s worked out fantastically.”

  • 14 days ago
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