Customer Service Associate (Member Concierge)

About the role

Flexcar is reimagining car ownership with a month‑to‑month lease that includes insurance and maintenance. As a Member Concierge you will deliver an exceptional experience for Flexcar members, supporting them before, during, and after their time with the service. The role involves engaging with members via phone, chat, and in‑person, as well as preparing and delivering vehicles.

Responsibilities

• Provide top‑notch support to members throughout their Flexcar journey—from ordering and pick‑up to delivery, driving, and return.
• Troubleshoot and resolve order or vehicle‑related concerns quickly, prioritising member satisfaction.
• Participate in pre‑delivery cleaning and preparation to ensure each vehicle meets Flexcar’s quality standards.
• Use company systems to manage member interactions, track progress, and maintain accurate records.
• Develop in‑depth knowledge of Flexcar services and stay updated on new features and processes.
• Greet members warmly upon arrival or delivery, share information about offerings, and create a friendly atmosphere.
• Collaborate with customer care, security, and other departments to ensure a cohesive member experience.
• Identify opportunities for service improvement and contribute to initiatives that elevate operations.
• Take on additional responsibilities as assigned by the manager, reflecting the small‑market operation.

Requirements

• 1–2 years of customer‑service experience, preferably in a fast‑paced environment.
• Exceptional interpersonal and communication skills.
• Strong analytical and problem‑solving abilities.
• Proficiency with computers and quick learning of new software systems.
• Customer‑centric attitude with a passion for exceeding member expectations.
• Ability to multitask, prioritize under pressure, and manage multiple tasks simultaneously.
• Willingness to operate vehicles and work in various weather conditions, including evenings, weekends, and holidays.
• Attention to detail and strong listening skills.
• Experience tracking support cases and following escalation procedures with internal teams.
• Readiness to spend up to 90 % of time driving for deliveries.
• At least 21 years old, a valid driver’s license, and an acceptable driving record per company standards.

Pay

$22.5 per hour plus a full benefits package starting day one.

Benefits

• Low‑cost medical, dental, and vision coverage effective day one.
• 401(k) with company match from day one of hire.
• Discounted employee rate on Flexcar products with no annual membership fee.
• Potential to accrue 80 hours of PTO in the first year, increasing to up to 120 hours in later years.
• Company‑paid holidays and 40 hours of sick time.
• Weekly pay and other employee perks.

Schedule

Work may include evenings, weekends, holidays, and driving in various weather conditions. Up to 90 % of time may be spent on vehicle deliveries.