Member Experience Coordinator

Job Title: Member Experience Coordinator


Locations: Charlotte, NC
Employment Type: Non-Exempt, Full-Time
Compensation: $28.50 per hour + Plus full benefits (eligible Day One)
About Flexcar
Flexcar is redefining car ownership through a flexible, month-to-month lease model that includes insurance and maintenance. By combining operational expertise with technology and data, we deliver a seamless and convenient vehicle experience for our members.
We are building a high-performing, member-focused team dedicated to delivering exceptional service at every stage of the member journey.


Position Overview
The Member Experience Coordinator is responsible for delivering exceptional service to Flexcar members throughout the vehicle lifecycle, including pickup, service coordination, issue resolution, and ongoing support.
Member Support & Service

• Provide high-volume customer service support with professionalism and urgency

• Resolve service tickets and member inquiries efficiently

• Deliver first-contact resolution whenever possible

• Coordinate service appointments and follow up to ensure satisfaction

Communication

• Communicate clearly and professionally with members via phone, email, messaging platforms, and in person

• Collaborate cross-functionally with Customer Care, Security, Operations, Engineering, and Product teams to resolve complex cases

Quality & Vehicle Readiness

• Support vehicle preparation and presentation to ensure vehicles meet company quality standards

• Operate vehicles as required for deliveries or lot movements (up to 75% of time)

Case Management

• Track support cases accurately and ensure timely follow-up

• Escalate unresolved issues according to established procedures

Continuous Improvement

• Identify service gaps and contribute to operational improvements

• Support additional business needs as assigned

Required Qualifications

• At least 21 years of age

• Valid driver's license with acceptable driving record

• 5+ years of customer service experience preferred, ideally in a fast-paced environment

• Strong written and verbal communication skills

• Proficiency in computer systems and ability to learn new platforms quickly

• Strong problem-solving and analytical skills

• Ability to multitask and prioritize under pressure

• Willingness to work evenings, weekends, and holidays as business needs require

• Ability to work outdoors in varying weather conditions

What tops 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. Wellness Programs, Flexible Spending Accounts, Health Savings Account, Life and Disability Insurance

• Drive a Flexcar! Discounted employee rate on Flexcar products and no annual membership fee

• Weekly Pay and Employee Referral Bonus

Disclaimer : This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at anytime 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.
Flexcar provides reasonable accommodations for qualified individuals with disabilities and sincerely held religious beliefs in accordance with applicable law.


Work Authorization
Applicants must be authorized to work in the United States. Flexcar participates in E-Verify where required by 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.