Customer Experience Associate

Key Performance Metrics

• CSAT (Customer Satisfaction Score)
• On-time task completion (timely completion of launches and returns, completion of post-accident information intake, etc.)
• Response time / time-to-resolution
• Onboarding completion accuracy
• Customer retention support outcomes
• Operational error rate (documents, accounts, vehicle processes)
• Upsells of add-on services

What You’ll Do

• Serve as first-line support for all customer interactions in person, on the phone, and via email.
• Complete driver onboarding, including pricing communication, contract execution, upselling add-on services, and vehicle matching.
• Provide best-in-class customer service using strong knowledge of the rideshare industry and Sally policies.
• Manage driver and vehicle accounts and ensure records remain accurate and up to date.
• Operate a cash register and manage daily cash flow (if applicable).
• Support a seamless vehicle rental process by preparing documentation, processing returns, and coordinating physical recoveries.
• Schedule vehicles for service and repairs and coordinate with internal teams as needed.
• Ensure necessary information is captured in a timely and complete manner following accidents to enable driver charge and claims processes to happen efficiently and effectively.
• Identify recurring customer issues and escalate trends to leadership to improve customer experience and operational processes.
• Complete additional tasks assigned by your manager to support daily branch operations.

What We Look For

• Customer service experience with strong communication skills.
• Strong customer-first mindset and comfort working directly with people all day.
• High attention to detail and ability to complete documentation accurately.
• Able to manage multiple tasks and prioritize effectively.
• Patient and professional when handling escalations or difficult customer situations.
• Availability to work Monday–Friday as well as rotating weekends and holidays.
• Spanish proficiency is a plus.

Benefits

• PTO days
• 401k
• Medical, dental, and vision contribution plans
• Team lunches onsite

Compensation

Compensation range: $50,000-$55,000 ($24 - $27 Hourly)