Member Concierge

Auburn, MA

Full Time

Field Operations

Entry Level

Job Title: Member Concierge (Member Experience Specialist)

Department: Market Operations (Field)

Employee Type: Full Time, Non-Exempt

Compensation: $24/hr

As a Member Concierge, you will play a vital role in delivering an exceptional customer experience for our valued Flexcar members. Your mission will be to support members before, during, and after their time with us, ensuring every interaction is seamless and positive. This position involves engaging with members through various communication channels, including phone, chat, and in-person, as well as preparing and delivering vehicles.

What You’ll Do:

Deliver Outstanding Service: Provide top-notch support to members throughout their Flexcar journey—from ordering and picking up to delivery, driving, and returning their vehicles.

Resolve Issues: Troubleshoot and efficiently address any order or vehicle-related concerns, prioritizing member satisfaction and swift resolution.

Maintain Quality Standards: Ensure each vehicle meets Flexcar’s high-quality standards by participating in pre-delivery cleaning and preparation.

Utilize Technology: Leverage company systems to manage member interactions, track progress, and keep accurate records.

Become a Product Expert: Gain in-depth knowledge of our services and stay updated on the latest features and processes to assist members effectively.

Create Welcoming Experiences: Greet members warmly upon their arrival or delivery, providing information about our offerings and fostering a friendly atmosphere.

Collaborate Across Teams: Work closely with customer care, security, and other departments to ensure a cohesive member experience.

Drive Process Improvement: Identify opportunities for enhancing customer service and contribute to initiatives that elevate our operations.

Embrace Versatility: As part of a small market operation, be ready to take on additional responsibilities as assigned by your manager.

What Drives Success for this Role:

Experience: 1-2 years in a customer service role, ideally within a fast-paced environment.

Communication Skills: Exceptional interpersonal and communication abilities.

Problem-Solving: Strong analytical skills to navigate challenges and make informed decisions.

Tech-Savvy: Proficient in computer skills and quick to learn new software systems.

Customer-Centric Attitude: A passion for delivering outstanding service and exceeding member expectations.

Multitasking Ability: Skill in managing multiple tasks and prioritizing eEectively under pressure.

Adaptability: Willingness to operate vehicles and work in various weather conditions, including evenings, weekends, and holidays, as needed.

Attention to Detail: A keen eye for detail, ensuring that all member requests are addressed thoroughly.

Listening Skills: Strong listening abilities to identify member needs and provide tailored solutions.

Case Management: Track support cases diligently, ensuring timely resolutions and effective follow-up.

Collaboration: Follow established procedures for escalating unresolved issues, working with internal teams like Product, Engineering, and Operations to ensure prompt solutions.

Delivery: Willing to drive up to 75% of time for deliveries.

At least 21 years or older with a valid driver’s license and an acceptable driving record (per company standards).

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 three 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:

We are fiercely disrupting the concept of automobile ownership Flexcar is on a mission to replace car ownership for the majority of car owners. Currently operational in 4 markets and continuing to grow, our goal is to offer a flexible alternative to car ownership that puts our members in the driver seat of their budget and their vehicle. Flexcar covers all maintenance costs, insurance costs, registration costs, and more, to provide an ownership alternative that is simple and seamless for our members. 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 90 billion dollar industry by providing customers an alternative to car-sharing, leases, ownership, and car rentals.

The Extra Mile:

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.

Flexcar is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Flexcar provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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