Member Concierge

Location: Onsite, Marietta, GA

Starting rate: $22.50/hr + full benefits package (eligibility begins day one)

About the role

Flexcar is reimagining car ownership by offering the world’s first month-to-month car ownership with insurance and maintenance included. Members can swap cars anytime as their needs change, without the commitment or hassle of traditional car ownership. As a Member Concierge, you’ll ensure an outstanding customer experience by supporting our Flexcar customers—called members—before, during, and after their time with us. This role involves phone, chat, and in-person communication, as well as preparing vehicles for delivery to members.

Responsibilities

• Provide exceptional customer service and support to members throughout the entire process of ordering, picking up, receiving delivery, driving, and returning a Flexcar.
• Troubleshoot and resolve customer order and vehicle issues promptly, efficiently, and accurately with a focus on member satisfaction.
• Ensure each vehicle delivered to members meets Flexcar’s quality standards, including participating in cleaning and preparation tasks pre-delivery.
• Utilize the company’s operational systems and tools to manage member interactions, track progress, and maintain accurate records.
• Serve as a product expert by acquiring in-depth knowledge of Flexcar’s business and staying up to date with the latest features, updates, and processes.
• Greet customers as they enter the property or at the place of delivery, creating a welcoming atmosphere and providing information about the company and its products.
• Collaborate closely with cross-functional teams, such as customer care and security, to ensure a seamless member experience.
• Identify opportunities for process improvement and contribute to the development and implementation of customer service initiatives.
• Manage support cases to ensure issues are recorded, tracked, resolved, and followed up on in a timely manner.
• Follow standard procedures for proper escalation of unresolved issues to collaborate with internal teams like Product, Engineering, and Operations.
• Perform additional duties and responsibilities as assigned by your manager in this small-market operation.

Requirements

• 1-2 years of proven experience in a customer service role, preferably in a fast-paced environment.
• Excellent interpersonal and communication skills.
• Strong problem-solving and decision-making abilities.
• Proficient computer skills and ability to learn and navigate new software systems quickly.
• Passion for providing exceptional customer service and dedication to exceeding customer expectations.
• Ability to multitask, prioritize tasks, and work effectively under pressure.
• Flexibility to safely operate vehicles and perform work in inclement weather, including evenings, weekends, and holidays, based on operational requirements.
• A knack for managing details to ensure no request or need slips through the cracks.
• Strong listening skills to identify essential information and ensure customer needs are met.
• Clean and valid driver’s license.
• Legally authorized to work in the U.S. without requiring sponsorship now or in the future.

Benefits

• Potential to accrue 80 hours of PTO in your first year and up to 120 hours in later years, plus multiple company-paid holidays and 40 hours of sick time.
• 401(k) with company match from day one of hire.
• Excellent, low-cost healthcare coverage (medical, dental, vision) with eligibility beginning day one.
• Wellness programs, Flexible Spending Accounts, and Health Savings Account.
• Life and disability insurance.
• Discounted employee rate on Flexcar products and no annual membership fee.
• Weekly pay and employee referral bonus.
• Uniforms provided.