Member Concierge - Flexcar

Location: Onsite, Auburn MA 
Starting rate: $24/hr

Member Concierge 

The Member Concierge is responsible for ensuring an outstanding customer experience by providing support to our Flexcar customers, who we call members. This role involves assisting members, and their vehicles, before, during, and after their time as a Flexcar member to ensure a seamless and positive experience. This could involve phone, chat, in person communication with our members, as well as preparing vehicles for delivery to the member.    

What you’ll Do:   

• Provide exceptional customer service and support to members, ensuring a positive and seamless experience throughout the entire process of ordering, picking up, receiving delivery driving, and returning a Flexcar. 

• Troubleshoot and resolve customer order and vehicle issues promptly, efficiently, accurately, and with a focus on member satisfaction. 

• Ensure each vehicle delivered to our members meets our Flexcar quality standards, and participate in the cleaning and preparation tasks pre-delivery. 

• Utilize the company's operational systems and tools to manage member interactions, track progress, and maintain accurate records. 

• Serve as a product expert by acquiring in-depth knowledge of our business and staying up-to-date with the latest features, updates, and processes. 

• Greet customers as they enter our property, or at place of delivery, creating a welcoming atmosphere and providing information about the company and our products. 

• Collaborate closely with cross-functional teams, such as customer care and security team, to ensure a seamless member experience. 

• Identify opportunities for process improvement and contribute to the development and implementation of customer service initiatives.  

• This is a small market operation, you may be assigned other duties and responsibilities by your manager!  

What Drives Success for this Role:   

• 1-2 years of proven experience in a customer service role, preferably in a fast-paced environment. 

• Excellent interpersonal and communication skills. 

• Strong problem-solving and decision-making abilities. 

• Proficient computer skills and ability to learn and navigate new software systems quickly. 

• A passion for providing exceptional customer service and dedication to exceeding customer expectations. 

• Ability to multitask, prioritize tasks, and work effectively under pressure. 

• Flexibility to safely operate vehicles and perform work in inclement weather, including evenings, weekends, and holidays, based on operational requirements.  

• A knack for managing details, ensuring that no request or need slips through the cracks. 

• The ability to utilize strong listening skills to identify essential information and make sure customer needs are met. 

• Manage support cases to ensure issues are recorded, tracked, resolved and follow ups / solutions provided in a timely manner 

• Follow standard procedures for proper escalation of unresolved issues to collaborate with the appropriate internal teams like Product, Engineering, Operations to ensure we resolve client issues promptly and efficiently.  

What Tops Off the Tank:       

• Rest & Relax! Potential to accrue 60 hours of PTO your first year, and up to 120 hours in later years plus multiple company paid holidays and four floating holidays you choose. 

• Save for Your Future! 401(k) with company match from day one of hire. 

• Expand The Family! Paid family leave available for all full-time employees. 

• Drive a Flexcar! Discounted employee rate on Flexcar products  

Who are we?

Flexcar empowers all walks of life the flexibility to have a car of their own without the hassles of traditional car ownership. Convenient and affordable, Flexcar is here to disrupt a 110 Billion dollar industry by providing customers an alternative to car-sharing, leases, ownership, and car rentals.

Flexcar is rapidly growing and we want you to be a Flexster. Our special team is passionate, kind, collaborative, driven, and all-in on building the next automotive game-changer from the ground-up. This truly is an amazing opportunity to not only contribute your talents as a team-member, but also to help build the future Flexcar.

The extra mile:

We encourage Flexsters to bring their whole selves to work - unique perspectives, personal experiences, backgrounds, and however they identify. We are proud to be an equal opportunity employer – M/F/D/V.

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