Member Services Associate

About the role

This is a non-commissioned, hourly role focused on customer experience. As a Sales Associate at Flexcar’s Chestnut Hill Mall storefront, you’ll be the first point of contact for in-person customers. This is a fast-paced, hands-on role ideal for professionals with retail or sales floor experience who enjoy being on their feet, engaging with customers, and delivering great service.

Responsibilities

• Serve as a Flexcar product expert for visitors, confidently and clearly communicating how Flexcar works and tailoring your message to first-time visitors or returning members.
• Actively welcome and educate walk-in visitors about Flexcar’s product offerings and value proposition.
• Identify opportunities for enhancing customer service and contribute to initiatives that elevate our operations. Ownership mentality for the local store’s success.
• Resolve order or vehicle-related issues using empathy and clear communication, taking ownership to de-escalate concerns and ensure member satisfaction. Work closely with customer care, vehicle support teams and the main hub to ensure swift resolutions.
• Provide top-notch support to members, including ordering, picking up, and returning their vehicles. Ensure each vehicle meets our quality standards (cleanliness, gas level, damage-free, etc.) before handoff.
• Work closely with our Marketing and Voice of the Customer teams to share real-time customer insights, frequently asked questions, common feedback or customer friction points.
• Ensure each vehicle meets Flexcar’s high-quality standards by participating in pre-delivery cleaning and preparation if needed. Perform visual checks and checklist-based inspections of vehicles before they are released or accepted back.
• Carefully coordinate with Flexcar’s main operations hub to manage vehicle logistics, inventory updates, and appointment readiness.
• Use company systems to manage member accounts, communicate with members and keep accurate records.
• Gain in-depth knowledge of our services and stay updated on the latest features and processes to assist members effectively.
• As part of a small market operation, be ready to take on additional responsibilities as assigned by your manager.
• Rest & Relax! Potential to accrue 80 hours of PTO your first year, and up to 120 hours in later years plus multiple company paid holidays and sick time.
• Become familiar with and adhere to Flexcar’s policies and procedures.

Requirements

• 3-5 years in a customer facing role in customer service or retail, ideally within a fast-paced environment preferred.
• At least 21 years or older with a valid driver’s license and an acceptable driving record (per company standards).
• Willingness to operate vehicles and work in any weather conditions, including evenings, weekends, and holidays, as needed.
• Exceptional interpersonal and communication skills, with strong listening skills and a passion for delivering outstanding service.
• Ability to think critically, multitask in a fast-paced environment, and maintain strong attention to detail while supporting member needs.
• Proficient in computer skills and quick to learn new software systems.
• 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.

Qualifications

• High school diploma or equivalent.
• Experience with Microsoft Office Suite.
• Knowledge of basic accounting principles.

Skills

• Customer service skills
• Communication skills
• Problem-solving skills
• Time management skills
• Computer literacy

Benefits

• Medical, Dental, and Vision eligibility day one.
• Discounted employee rate on Flexcar products.
• 401(k) with company match from day one of hire.

Pay

$24- $26/hr. + Full Benefit package day one

Schedule

Full Time, Non-Exempt (Weekend Availability Required)