Customer Service Associate

Customer Service Associate/ Member Concierge

Location: Onsite, Chestnut Hill Mall

Employment Type: Full Time, Non-Exempt (Weekend Availability Required)

Compensation: $24- $26/hr. + Full Benefit package day one

As a Customer Service Associate at Flexcar's Chestnut Hill Mall storefront, you'll be the first point of contact for in-person customers. This is a fast-paced, hands-on role ideal for professionals with retail or sales floor experience who enjoy being on their feet, engaging with customers, and delivering great service. You'll support vehicle pickups and returns, answer questions, and introduce visitors to the Flexcar brand while ensuring every visit feels smooth and welcoming.

Key Responsibilities:

• Serve as a Flexcar product expert for visitors, confidently and clearly communicating how Flexcar works and tailoring your message to first-time visitors or returning members.
• Actively welcome and educate walk-in visitors about Flexcar's product offerings and value proposition.
• Identify opportunities for enhancing customer service and contribute to initiatives that elevate our operations. Ownership mentality for the local store's success.
• Resolve order or vehicle-related issues using empathy and clear communication, taking ownership to de-escalate concerns and ensure member satisfaction. Work closely with customer care, vehicle support teams and the main hub to ensure swift resolutions.
• Provide top-notch support to members, including ordering, picking up, and returning their vehicles. Ensure each vehicle meets our quality standards (cleanliness, gas level, damage-free, etc.) before handoff.
• 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.
• 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.
• Coordinate with Flexcar's main operations hub to manage vehicle logistics, inventory updates, and appointment readiness.
• Use company systems to manage member accounts, communicate with members and keep accurate records.
• Gain in-depth knowledge of our services and stay updated on the latest features and processes to assist members effectively.
• As part of a small market operation, be ready to take on additional responsibilities as assigned by your manager.

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: Medical, Dental, and Vision eligibility day one.
• Discounted employee rate on Flexcar products.
• Save for Your Future! 401(k) with company match from day one of hire.

What Drives Success for this Role:

• 3-5 years in a customer facing role in customer service or retail, ideally within a fast-paced environment preferred.
• At least 21 years or older with a valid driver's license and an acceptable driving record (per company standards).
• Willingness to operate vehicles and work in any weather conditions, including evenings, weekends, and holidays, as needed.
• Exceptional interpersonal and communication skills, with strong listening skills and a passion for delivering outstanding service.
• Ability to think critically, multitask in a fast-paced environment, and maintain strong attention to detail while supporting member needs.
• Proficient in computer skills and quick to learn new software systems.
• Track support cases diligently, ensuring timely resolutions and effective follow-up.
• Follow established procedures for escalating unresolved issues, working with internal teams like Product, Engineering, and Operations to ensure prompt solutions.

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. 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. 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.