Customer Experience Associate

About the role

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.

Key Responsibilities

• 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.
• Troubleshoot order or vehicle-related concerns.
• Escalate complex issues following established procedures.
• Ensure timely follow-up and case resolution.
• 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).
• Utilize company systems to document interactions and track cases.
• Maintain accurate records and compliance with company procedures.
• Support local operational workflows as assigned.
• Partner with Customer Care, Operations, Product, and Engineering teams to resolve member concerns.
• Identify opportunities to improve service processes.

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