Customer Experience Associate

Job Description

Job Description

Job Title: Customer Experience Associate/ Member Concierge 
Location: San Jose, CA 
Employment Type: Full-Time
Classification: Non-Exempt (Hourly, Overtime Eligible)
Compensation: $27.00 – 29.00* per hour + Full Benefits Day One

About Flexcar
Flexcar is reimagining car ownership by offering a flexible, all-inclusive monthly subscription that covers insurance, maintenance, registration, and more. We are growing rapidly and committed to delivering a convenient and affordable alternative to traditional car ownership.

Position Overview
As a Member Concierge, you play a vital role in delivering an exceptional experience for Flexcar members. You will support members before, during, and after their subscription, ensuring each interaction—whether in person, by phone, or digitally—is seamless and positive.

This role includes significant driving responsibilities and hands-on vehicle preparation in a fast-paced, operational environment.

Key Responsibilities
Member Experience & Service

• Provide high-quality support throughout the member lifecycle—from ordering and pickup to delivery, driving, and return.
• Communicate with members via phone, chat, email, and in person.
• Greet members professionally and create a welcoming environment.

Issue Resolution

• Troubleshoot order or vehicle-related concerns.
• Escalate complex issues following established procedures.
• Ensure timely follow-up and case resolution.

Vehicle Preparation & Delivery

• Conduct vehicle inspections and ensure vehicles meet Flexcar quality standards.
• Perform light cleaning and preparation prior to delivery.
• Drive vehicles for delivery and repositioning purposes (up to approximately 90% of work time, depending on business needs).

Operations & Technology

• Utilize company systems to document interactions and track cases.
• Maintain accurate records and compliance with company procedures.
• Support local operational workflows as assigned.

Cross-Functional Collaboration

• Partner with Customer Care, Operations, Product, and Engineering teams to resolve member concerns.
• Identify opportunities to improve service processes.

Additional Duties

• Perform other duties as assigned in support of market operations.

Qualifications

• 1–2 years of customer service experience (preferred)
• Strong interpersonal and communication skills
• Ability to multitask in a fast-paced environment
• Comfortable using computers and learning new systems
• Strong problem-solving and decision-making skills
• Must be at least 21 years of age
• Valid U.S. driver’s license with an acceptable driving record (per company standards)
• Ability to work evenings, weekends, and holidays as business needs require
• Ability to operate vehicles and work outdoors in varying weather conditions

Physical Requirements

• Ability to sit, stand, and walk for extended periods
• Ability to lift and carry up to 25 pounds
• Ability to enter and exit vehicles repeatedly throughout the shift
• Ability to safely operate motor vehicles in compliance with company policy

What tops of 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 40 hours of Sick time.
• Save for Your Future! 401(k) with company match from day one of hire
• Benefits: Excellent, low-cost healthcare coverage including: medical, dental, vision, eligibility day one
• Drive a Flexcar! Discounted employee rate on Flexcar products and no annual membership fee
• Weekly Pay
• and other amazing perks!

* Actual compensation will vary depending on geographic location, job-related knowledge, skills, experience, and market conditions.

Equal Employment Opportunity
Flexcar is an Equal Opportunity Employer. Employment decisions are made without regard to race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, military or veteran status, or any other characteristic protected by federal, California, or local law.

At-Will Employment
Employment with Flexcar is at-will. This means that either the employee or the Company may terminate the employment relationship at any time, with or without cause or notice, subject to applicable law.



 

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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