Customer Service Associate (Member Concierge)

Customer Service Associate (Member Concierge) Location: Onsite, Larchmont, NY Employment Type: Full Time, Non-Exempt (Weekend Availability Required) Compensation: $24- 26$/hr + Full Benefit Package Day One About Flexcar Flexcar is redefining how people access vehicles. Our flexible car subscription model lets members drive the car they want, when they wantwithout the long-term commitment, maintenance hassle, or hidden fees of traditional car ownership. As we grow our physical presence, our storefronts are becoming vital touchpoints in delivering exceptional, in-person member experiences. As the Member Concierge, you'll be the face of the brand for all walk-in customers and scheduled vehicle handoffs. This is a high-energy, people-focused role ideal for someone who enjoys engaging with the public, thrives in dynamic environments, and is passionate about creating memorable customer experiences. Your mission will be to support members before, during, and after their time with us, ensuring every interaction is seamless and positive. Key Responsibilities: Engage Visitors: Actively welcome and educate walk-in visitors about Flexcar's product offerings and value proposition. Oral Communication: Confidently and clearly communicate how Flexcar works, tailoring your message to first-time visitors or returning members. Deliver Outstanding Service: Provide top-notch support to members throughout their Flexcar journeyfrom ordering, picking up, and returning their vehicles. Ensure each vehicle meets our quality standards (cleanliness, gas level, damage-free, etc.) before handoff. Maintain Quality Standards: Ensure each vehicle meets Flexcar's high-quality standards by participating in pre-delivery cleaning and preparation if needed. Perform visual checks and checklist-based inspections of vehicles before they are released or accepted back. Operational Collaboration: Coordinate with Flexcar's main operations hub to manage vehicle logistics, inventory updates, and appointment readiness. Resolve Issues: Troubleshoot and efficiently address any order or vehicle-related concerns, prioritizing member satisfaction. Work closely with customer care, vehicle support teams and the main hub to ensure swift resolutions. Utilize Technology: Use company systems to manage member accounts, communicate with members 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. Customer Feedback Loop: Work closely with our Marketing and Voice of the Customer teams to share real-time customer insights, frequently asked questions, common feedback or customer friction points. Drive Process Improvement: Identify opportunities for enhancing customer service and contribute to initiatives that elevate our operations. Ownership mentality for the local store's success. 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 facing role in customer service or retail, ideally within a fast-paced environment preferred. Communication Skills: Exceptional interpersonal and communication abilities required. 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 effectively 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. 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 80 hours of PTO your first year, and up to 120 hours in later years plus multiple company paid holidays and sick time. Benefits: Excellent, low-cost healthcare coverage including: Medical, Dental, and Vision eligibility day one. Save for Your Future! 401(k) with company match from day one of hire. Drive a Flexcar! Discounted employee rate on Flexcar products and no annual membership fee Weekly pay and Employee Referral Bonus! Other amazing perks! Why Join Us: Get in early with a fast-scaling mobility company transforming the car ownership model Learn by doing: work cross-functionally with operations, marketing, and customer experience teams. Gain real-world experience in customer engagement, quality control, and logistics. Career growth opportunities within Flexcar's Member Experience or Operations teams. Ready to be the face of Flexcar? Apply now and help us bring flexible car access to more peopleone in-person experience at a time. Disclaimer: This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the Employer. 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.