Member Concierge

About the role

As a Member Concierge, you will play a vital role in delivering an exceptional customer experience for our valued Flexcar members. Your mission will be to support members before, during, and after their time with us, ensuring every interaction is seamless and positive. This position involves engaging with members through various communication channels, including phone, chat, and in-person, as well as preparing and delivering vehicles.

Key Responsibilities

• Deliver Outstanding Service: Provide top-notch support to members throughout their Flexcar journey—from ordering and picking up to delivery, driving, and returning their vehicles.
• Resolve Issues: Troubleshoot and efficiently address any order or vehicle-related concerns, prioritizing member satisfaction and swift resolution.
• Maintain Quality Standards: Ensure each vehicle meets Flexcar's high-quality standards by participating in pre-delivery cleaning and preparation.
• Utilize Technology: Leverage company systems to manage member interactions, track progress, and keep accurate records.
• Become a Product Expert: Gain in-depth knowledge of our services and stay updated on the latest features and processes to assist members effectively.
• Create Welcoming Experiences: Greet members warmly upon their arrival or delivery, providing information about our offerings and fostering a friendly atmosphere.
• Collaborate Across Teams: Work closely with customer care, security, and other departments to ensure a cohesive member experience.
• Drive Process Improvement: Identify opportunities for enhancing customer service and contribute to initiatives that elevate our operations.
• Embrace Versatility: As part of a small market operation, be ready to take on additional responsibilities as assigned by your manager.

Requirements

• 1-2 years in a customer service role, ideally within a fast-paced environment.
• Exceptional interpersonal and communication abilities.
• Strong analytical skills to navigate challenges and make informed decisions.
• Proficient in computer skills and quick to learn new software systems.
• A passion for delivering outstanding service and exceeding member expectations.
• Skill in managing multiple tasks and prioritizing effectively under pressure.
• Willingness to operate vehicles and work in various weather conditions, including evenings, weekends, and holidays, as needed.
• A keen eye for detail, ensuring that all member requests are addressed thoroughly.
• Strong listening abilities to identify member needs and provide tailored solutions.
• Track support cases diligently, ensuring timely resolutions and effective follow-up.
• Follow established procedures for escalating unresolved issues, working with internal teams like Product, Engineering, and Operations to ensure prompt solutions.
• Willing to drive up to 90% of time for deliveries.
• At least 21 years or older with a valid driver's license and an acceptable driving record (per company standards).

Compensation & Benefits

• $22.50/hr + Full Benefit package day one
• 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.
• 401(k) with company match from day one of hire
• Excellent, low-cost healthcare coverage including: medical, dental, vision, eligibility day one
• Discounted employee rate on Flexcar products and no annual membership fee
• Weekly Pay

Location: Onsite, Nashville, TN