The Mobility Manager is the person(s) operating rental at your dealership. Below is the checklist they should complete on a daily basis. We also recommend the Mobility Manager arrives 30 minutes prior to shift to prepare for daily duties.
Opening (start of the business day)
Check overnight key box for returns: (5 Min.)
Close all after-hour drops at closing time (ex. 6pm) for the day prior
Review and contact overnight Rental contracts (If scheduled, but did not return)
Print inventory to reconcile vehicle count: (15 Min.) **Ensure all assets are accounted for**
Count/Verify keys in accordance with local key handling procedures at your dealership.
Speak with lot porters/car wash to confirm if other idle vehicles are in the cleaning process.
*If applicable, resolve any disconnected CCD’s, Registration Issues, Toll Barcodes, and Non-Compliant Program Issues.
Ensure vehicle program compliance - (5 Min.)
All rental registered vehicles will begin with specific naming convention in front of the Stock Number for a quick reference.
Dealerware will provide you with a list of VIN’s that are rental registered to conduct your own internal audit.
Change program groups to maintain compliance (If Applicable)
Reference the Vehicle Program Group Guide as needed
Check “Calendar” for all upcoming appointments - utilize the Filter option for the following: (10 Min.)
Cancel “Pending” contracts from day prior, after verifying fleet is accounted for (Repeat for all program groups)
*If applicable, move any overbooked customer contracts and assign to a new vehicle VIN.
If no substitute is found for a Rental, contact the customer immediately and inform them of the situation - be mindful of the customer experience.
Courtesy Focus: (20 Min.)
Ensure all Courtesy contracts are updated in Dealerware. If overdue contracts occur, follow the dealership SOP for escalating.
Ensure RO’s have been entered in accordance with program guidelines.
Toggle “Paid” on automated Split Bill and settle the balance if customer has an outstanding balance (Fuel, Tolls, Detail Fee)
If the balance due does not process payment, follow dealership guidelines for the collection of funds.
The goal is to have the report as close to $0 in “Unsettled Total”
Rental Focus: (5-10 Min.)
Stage cars in Dealerware for upcoming rental bookings.
Ensure all Rental contracts are updated in Dealerware.
If an overdue rental occurs (6 Hrs.) immediately contact the customer via phone, follow up with an email and text message indicating they are overdue. Use this as an example, if needed:
“Good morning/afternoon (NAME) this is (DEALERSHIP) reaching out regarding your rental that was scheduled to return at (DAY/TIME). Please let us know when we should expect your return, you can reach me at (DEALER NUMBER/EXT). Thank you!
Over 24 hrs without contact, please contact Dealerware to discuss next steps.
Review any upcoming pickups notes - Car Seats or Booster Seats. **Do not install**
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Hourly:
Check email for updates
Check voicemail or texts (if applicable)
Check calendar for changes or new bookings
Continue to work “Unsettled Balance” report as vehicles return
As Needed:
Start contracts
Obtain electronic signatures on all contracts, avoid “Skip & Obtain Manually” as best as possible
If utilized, maintain proper record-keeping in accordance with local dealership guidelines.
Best practice to check the calendar to ensure the contract “Started” prior to sending customers on the way.
End contracts
All rental contracts should be finished and “Charged Now”
Reposition cars for cleaning and staging
Respond to customer communication
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Closing (two hours before the end of the business day)
Contact any customers with scheduled after-hours returns and communicate the return process.
Check for any pending contracts - ensure all have been “Started” or canceled by going into each contract to cancel.
If a Courtesy is “Pending” and did not show from earlier in the day, make a note to cancel in the morning if they did not show.
If a Rental contract is “Pending” - verify the key count and vehicle position using the CCD before canceling the reservation.
Check the “Unsettled” Report
“Charge” any Courtesy contracts for fuel/tolls and detail fees in accordance with dealer policies.
Attempt to settle any Rental that shows “No Attempt” made.
If the balance due does not process payment, contact the customer for an alternate method of payment.
If there is no response, document in the “Notes” section of the reservation that you contacted the customer on “X” date and left a voicemail, best practice is to follow up via email as well.
Remaining balances that do not settle, will be sent to collections.
Prior to leaving, secure all keys that are “Staged” to ensure a smooth start to the next day.