Avis Budget Group Customer Care Analyst – Direct Billing in Virginia Beach, Virginia

Avis Budget Group is an action-packed, high-energy workplace where things move forward every day. We are a global leader in the travel services industry operating two of the most recognized brands in the vehicle rental business. We are a customer-led, service-driven organization that offers an enthusiastic, family-friendly and collaborative work environment where you can expect to be developed, recognized and rewarded for a job well done. If you want to GO somewhere in your career, Avis Budget Group is the place to be.

Job Summary

Avis Budget Group LLC. is searching for a Customer Care Analyst. The primary function of this position is to analyze, adjust, and correspond with Domestic and International Direct Billing customers for a combined receivable of $80M annually in total inputs. The analysis should be explicit to post rental collections which may include dispute resolution, charges not honored by the credit card company, rentals directly billed to the consumer, and other accounting related issues. Through the analysis process, the Direct Bill Customer Care Analyst will communicate the policy and procedures relative to the rental transaction, in conjunction with following the empowerment guidelines to negotiate a mutually beneficial solution that fosters customer satisfaction.

Essential Job Duties and Responsibilities

  • Provide customer support by extensive research, answering questions and diffusing frustrations by providing options and solutions.

  • Log Inbound calls in Watson to maintain appropriate files, documentation, and data to support all activities.

  • Use of appropriate tools for data management such as Excel, Outlook, FileNet, Creditline, TRABO and a variety of other sources to provide customer resolution.

  • Process adjustments through the use of general ledger and journal entry accounting in an effort to correct balances on the open receivable items.

  • Act as a liaison between collections, field operations, credit clubs, loss prevention and other applicable departments to provide resolution to customer inquiries using multiple forms of communication ( via email, telephone, fax, etc…)

  • Evaluate documented trends at rental locations for process improvement and an increase in revenue.

  • Other duties as assigned


  • High School Diploma. Associate’s degree preferred


  • Minimum of 2 years of Customer Service Experience Required

  • Preferred accounting knowledge/experience.

Knowledge, Skills, and Abilities

  • Excellent verbal and written communication skills.

  • Strong analytical, problem solving, and mathematical skills required.

  • Proficient knowledge of MS Office Products with emphasis in Excel, Word and Outlook preferred. Ability to handle complex customer issues by understanding accounting and while maintaining a positive attitude.

  • Demonstrates strong initiative to exceed expectations.

  • Must have the ability to multitask, listen effectively, punctual attendance and work with all levels of management in a team environment.


The information on this posting has been designed to advertise the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. The actual essential duties, responsibilities and qualifications may vary by location, department, reporting structure or other business needs. No inference should be drawn that a specific job duty, responsibility or qualification is non-essential by its absence from this posting. This posting serves as an advertisement of an existing open position only and does not qualify as the job description.

Avis Budget Group is proud to be an Equal Opportunity Employer M/F/D/V