Member Concierge

Member Concierge

As a Member Support Specialist at Flexcar, you will serve as a key resource for our members, ensuring a seamless and exceptional experience from the moment they place an order to the return of their vehicle. You will be responsible for providing top-notch service, resolving issues quickly, maintaining quality standards, and utilizing our innovative technology to manage member interactions. This role offers the opportunity to become an expert in Flexcar's services while contributing to a dynamic, customer-focused team.

Key Responsibilities:

• Provide Exceptional Service: Serve as the go-to resource for members, offering comprehensive assistance with pickup, delivery, and return. Ensure members have a smooth, hassle-free experience every step of the way.
• Resolve Issues Efficiently: Identify and address member concerns regarding their vehicle orders promptly. Resolve issues quickly and effectively to maintain high levels of member satisfaction and ensure any challenges are addressed with minimal disruption.
• Ensure Quality Standards: Contribute to the preparation and presentation of each vehicle, ensuring it meets Flexcar's high standards before delivery. Conduct thorough quality checks to ensure each car is ready for a flawless member experience.
• Utilize Technology: Leverage Flexcar's cutting-edge systems to manage member interactions, track order progress, and maintain accurate records. Ensure seamless communication through digital channels while providing real-time updates to members.
• Become a Flexcar Expert: Develop in-depth knowledge of Flexcar's services, features, and processes. Stay current on new offerings and technology to ensure members always receive the most relevant, up-to-date information.
• Create Welcoming Experiences: Greet each member with warmth, professionalism, and enthusiasm. Create a friendly and informative environment, showcasing Flexcar's dedication to providing outstanding customer service and an exceptional member experience.
• Collaborate Cross-Functionally: Work closely with customer care, security, and other internal teams to provide a unified experience for our members. Collaborate with other departments to ensure smooth service delivery and swift issue resolution.
• Drive Continuous Improvement: Actively seek opportunities to enhance the member experience, offering feedback and ideas for improving service quality, efficiency, and overall member satisfaction. Contribute to initiatives that continuously elevate the service standards at Flexcar.
• Adapt and Grow: As part of a smaller, agile team, be ready to take on new tasks and responsibilities to support the business's success. Show flexibility and initiative in responding to changing member needs and company objectives.
• Performance Metrics & Follow-Up: Meet or exceed key performance metrics, including Customer Satisfaction (CSAT) and Churn (member retention). Conduct follow-up calls at 7, 30, 60, and 90 days post-service to ensure ongoing member satisfaction and identify areas for improvement.

What Drives Success for this Role:

• Experience: 1-2 years in a customer service role, ideally within a fast-paced environment.
• Communication Skills: Excellent communication and interpersonal skills, with a friendly and professional demeanor.
• 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 efficiency 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 25% 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 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

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