Job Title: Member Concierge II 

Department: Market Operations (Field)   

Employee Type: Full Time, Non-Exempt   

Compensation: $26.50/hr + Commission based bonus program  
 
Join the Flexcar Team as a Member Account Specialist and Make a Real Impact! 

As a Member Account Specialist at Flexcar, you'll be at the heart of delivering an unforgettable experience to our members, guiding them from their first order through their entire journey with Flexcar. Based in one of our Hub locations, you’ll be the go-to expert, ensuring exceptional service every step of the way, resolving challenges with lightning speed, and maintaining the highest quality standards. With the power of cutting-edge technology at your fingertips, you’ll manage member interactions like a pro, all while driving key performance metrics like Member Satisfaction and Loyalty. Plus, you’ll have the chance to earn a performance-based bonus each month—because your hard work deserves to be rewarded! 

Key Responsibilities: 
 

• Manage your member base: 
  Meet or exceed key performance metrics, including Customer Satisfaction (CSAT) and Churn (member retention/loyalty). Conduct follow-up calls at 7, 30, 60, and 90 days post-pickup to ensure ongoing member satisfaction and identify areas for improvement. Call our members with scheduled return’s and review our retention offers to help prevent churn. 

• Provide Exceptional Service: 
  Serve as the main point of contact for our members via phone and in-person assistance, offering comprehensive assistance with pickup, delivery, and return. Ensure members have a smooth, hassle-free experience every step of the way. 

• Be an on-site resource 
  Assist members at our hub and storefront locations, answer questions about Flexcar and help drive subscription sales. Welcome and assist our member’s receiving vehicle service, ensure we keep them informed every step of the way. 

• Resolve Issues Efficiently: 
  Identify and address member concerns regarding their vehicle orders promptly. Resolve issues quickly and effectively to maintain high levels of member satisfaction and ensure any challenges are addressed with minimal disruption. 

• Ensure Quality Standards: 
  Contribute to the preparation and presentation of each vehicle, ensuring it meets Flexcar’s high standards before delivery. Conduct thorough quality checks to ensure each car is ready for a flawless member experience. 

• Utilize Technology: 
  Leverage Flexcar’s cutting-edge systems to manage member interactions, track order progress, and maintain accurate records. Ensure seamless communication through digital channels while providing real-time updates to members. 

• Become a Flexcar Expert: 
  Develop in-depth knowledge of Flexcar’s services, features, and processes. Stay current on new offerings and technology to ensure members always receive the most relevant, up-to-date information. 

• Create Welcoming Experiences: 
  Greet each member with warmth, professionalism, and enthusiasm. Create a friendly and informative environment, showcasing Flexcar’s dedication to providing outstanding customer service and an exceptional member experience. 

• Collaborate Cross-Functionally: 
  Work closely with customer care, security, and other internal teams to provide a unified experience for our members. Collaborate with other departments to ensure smooth service delivery and swift issue resolution. 

• Drive Continuous Improvement: 
  Actively seek opportunities to enhance the member experience, offering feedback and ideas for improving service quality, efficiency, and overall member satisfaction. Contribute to initiatives that continuously elevate the service standards at Flexcar. 

• Adapt and Grow: 
  As part of a smaller, agile team, be ready to take on new tasks and responsibilities to support the business's success. Show flexibility and initiative in responding to changing member needs and company objectives. 

• Utilize Technology: 
  Leverage Flexcar’s cutting-edge systems to manage member interactions, track order progress, and maintain accurate records. Ensure seamless communication through digital channels while providing real-time updates to members. 

What Drives Success for this Role:     

• Experience: 2-4 years in a customer service role, ideally within a fast-paced environment.   

• Communication Skills: Excellent communication and interpersonal skills, with a friendly and professional demeanor. 

• Problem-Solving: Strong analytical skills to navigate challenges 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 the time when necessary.   

• At least 21 years or older with a valid driver’s license and an acceptable driving record (per company standards).   

What Tops Off the Tank:  

• Rest & Relax! Potential to accrue 60 hours of PTO your first year, and up to 120 hours in later years plus multiple company paid holidays and four floating holidays you choose  

• Save for Your Future! 401(k) with company match from day one of hire  

• Expand The Family! Paid family leave available for all full-time employees  

• Drive a Flexcar! Discounted employee rate on Flexcar products