RENTAL MANAGER

THE OPPORTUNITY

Our client, a growing and reputable national transportation solutions company, is seeking a Rental Manager to lead the Rentals department in Calgary, AB. They are looking for a leader who will be a role model to rental employees, leading to an exceptional customer service experience.

The Rental Manager is responsible for the department’s operating performance, customer satisfaction, positive employee culture, health & safety, budgets, and vendor relations. 

THE ORGANIZATION

The Driving Force is in the business of solving problems, delivering on promises, building community, and driving better opportunities for our customers and partners—every time. 

Since its first opening in 1978, Driving Force has grown from humble beginnings to become one of the largest fleet management and transportation solutions providers in Canada. They proudly offer quality, work-ready vehicles, high safety standards and superior customer service. They leverage their widespread coverage, adaptive experience in nearly every industry and steadfast commitment to our core values to deliver unmatched solutions.

Company’s Core Values

Integrity, respect, commitment, and passion are not just words; they’re a self-guiding system that’s core to what the company is, where they’ve been and where they’re going. Their customers are their partners, their employees are family and promises are to be kept.

For more information, please visit their website at: https://drivingforce.ca/

RESPONSIBILITIES

Health & Safety

• Read, understand, and comply with TDFG safety policies, safe work practices, procedures, and rules as well as any OHS legislation as it applies to their work.
• Actively participate in the company’s safety program. 
• Ensure employees under their management are aware of and abiding by their rights and duties under applicable OHS legislation.
• Training compliance above 98% (all training, especially H&S onboarding & review of Hazard Assessments). 
• 85% of corrective actions from investigations and inspections closed within the allotted time.  
• 1 Planned inspection and 1 safety meeting completed monthly and submitted on time.
• All other safety responsibilities and duties as determined by the company’s safety program and OHS legislation.

Training, Scheduling and Supervision

• Planning and maintaining appropriate staff levels, which includes onboarding and off-boarding, in accordance with Human Resources, and choosing the team that delivers the best results for the Rental department.
• Supervising, leading, training, and mentoring branch employees on agreed company culture, brand messaging and policies.
• Ensuring that department employees are sufficiently orientated and trained in their branch roles upon hire and as required going forward.
• Ensuring regular performance reviews of rental employees are conducted as per the company performance management program.
• Planning and facilitating regular meetings to communicate process improvements, cultural messaging, and other important company information to rental employees. 
• Planning and setting personnel requirements and schedules around business and customer requirements.
• Ensuring employees can capably operate in the absence of the Rental Manager.

Customer Engagement & Satisfaction

• Fostering customer relationships by building rapport, and becoming familiar with the specific needs, expectations, and requirements of target customers.
• Monitoring employees on delivering TDF Group’s customer experience program.
• Organizing and ensuring that vehicle deliveries and pick-ups continually meet agreed conditions and deadlines.
• Communicating promptly with the Branch Manager and/or Leadership regarding opportunities and new or reoccurring customer issues that arise.
• Monitoring customer reviews online to ensure service quality and protect DF's public image.

Department Budget, Finance, and Risk Oversight

• Participate in Budget planning with the Branch Manager.
• Maximizing sales revenue and vehicle utilization according to company policies and guidelines.
• Ensuring customers are appropriately qualified before the rental of a vehicle.
• Work with Credit to help set up new accounts and collect outstanding invoices.
• Ensuring that department reporting processes and standards are continually maintained.
• Ensuring Rental staff are appropriately trained on identifying potential customer fraud and/or theft.
• Ensuring all vehicle damage is reported and chargebacks completed where required.

Counter Sales and Business Development

• Achieving and maintaining department KPIs.
• Actively promoting TDF Group Rentals services in alignment with company brand policies and standards.
• Create, maintain, and develop several corporate accounts within the specified branch region.

Asset Management

• Participating in pre-fleet ordering, fleet receiving, rig-up and de-fleeting according to company policies and guidelines.
• Monitoring the vehicle fleet and making unit recommendations to increase utilization, identify excess inventory and increase profitability.
• Participating in fleet-sharing strategies to ensure customer standards and company policies are uniformly maintained across the branches.
• Minimizing the movement of fleet where possible to manage costs.

Process and Brand Integrity

• Taking the initiative to be aware of changes to applicable company policies relating to employees and the department.
• Conducting and documenting monthly departmental meetings and communicating important company information.
• Ensuring all employees display clean and neat appearance wearing appropriate attire per the company’s dress code (QP130).
• Maintaining high standards of vehicle presentation and safety by cleaning, servicing and/or repairing vehicles by company standards and policies.
• Ensuring the customer-facing area, bathrooms and yard are always clean and tidy.
• Assist corporate departments with the testing and implementation of new technologies and processes.
• Using and maintaining the company’s fleet and customer databases (UnitMaker, SYNC, etc.)

QUALIFICATIONS

• Grade 12 or equivalent.
• Experience in retail or business-to-business sales, marketing, and customer service
• Supervisory experience.
• Valid Driver’s License and Driver’s Abstract acceptable to TDFG Driver and Vehicle Safety Program (to drive company vehicles).
• Due to fiduciary responsibility, pre-hire Criminal Security Clearance and Credit Check are required.
• Demonstrated planning and time management skills.
• Exceptional interpersonal and relationship-building skills.
• Strong organizational skills and ability to multi-task.
• Competent with Microsoft Office applications.
• Additional qualifications may be required if the position is designated as a Commercial Driver.