Member Experience Associate

Job Title:

Member Experience Associate
Department:
Field Member Service
Employee Type:
Full Time, Non-Exempt
Compensation: $26.50/hr

Location:

Auburn, MA

Are you passionate about delivering exceptional customer experiences? Are you an exceptional communicator both over the phone and through written messages? At Flexcar, we’re seeking a dynamic and motivated Member Experience Associate to join our team and elevate the experience for our valued members. In this role, you’ll be the face of Flexcar, engaging with our members at every stage of their journey—including vehicle pickup and after-pickup support, coordinating service appointments and handling other member-service needs to ensure our members always feel supported.

• Customer Service: Provide exceptional customer service in a high-volume environment ensuring member needs are met with professionalism and care. This includes resolving service issues and other customer service tickets that come through needing your assistance.
• Professional Communication: Communicate clearly and professionally with members and internal teams through both written and verbal channels, ensuring all interactions reflect the Flexcar brand.
• Issue Resolution: Quickly and effectively resolve member issues, concerns, and inquiries, demonstrating a sense of urgency and a commitment to customer satisfaction. Provide first-call resolution whenever possible.
• Ensure Quality Standards: Contribute to the preparation and presentation of our vehicles, ensuring each one meets Flexcar’s impeccable standards before delivery.
• Utilize Technology: Use our cutting‑edge systems to manage member interactions, track progress, and maintain accurate records.
• Become a Flexcar Expert: Develop deep knowledge of Flexcar’s services, features, and processes, staying current on new offerings and ensuring members always receive the most relevant information.
• Collaborate Cross-Functionally: Partner with customer care, security, and other teams to provide a unified and smooth experience for our members.
• Drive Continuous Improvement: Identify opportunities to enhance the member experience and actively contribute to initiatives that improve service quality and operational efficiency.
• Adapt and Grow: As part of a smaller, agile team, be ready to take on additional tasks and responsibilities to support the success of the business.
• Cross-Functional Collaboration: Partner with customer care, operations, engineering, and other stakeholders to resolve complex cases and implement systemic fixes.

• Experience: 5+ years in a retail customer service role, ideally within a fast-paced environment
• Communication
  
  Skills:
  
  Exceptional interpersonal and communication abilities, with a proven ability to write and speak in a professional, clear, and courteous manner.
• Problem-Solving: Strong analytical skills to navigate challenges, resolve customer concerns quickly, and make informed decisions.
• Tech-Savvy: Proficient in computer skills and quick to learn new software systems.
• Customer-Centric Attitude: A passion for delivering outstanding service and exceeding member expectations.
• Multitasking Ability: Skill in managing multiple tasks and prioritizing efficiency under pressure.
• Adaptability: Willingness to operate vehicles and work in various weather conditions, including evenings, weekends, and holidays, as needed.
• Attention to Detail: A keen eye for detail, ensuring that all member requests are addressed thoroughly.
• Listening
  
  Skills:
  
  Strong listening abilities to identify member needs and provide tailored solutions.
• Case Management: Track support cases diligently, ensuring timely resolutions and effective follow-up.
• Collaboration: Follow established procedures for escalating unresolved issues, working with internal teams like Product, Engineering, and Operations to ensure prompt solutions.
• Delivery: Willing to drive up to 10% of time for deliveries.
• Requirements: At least 21 years or older with a valid driver’s license and an acceptable driving record (per company standards).

• Rest & Relax! Potential to accrue 80 hours of PTO your first year, and up to 120 hours in later years…