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Flexcar · 5 months ago

Member Concierge - Chestnut Hill

Chestnut Hill, MA

Full-time

Onsite

Entry Level

$24/hr - $24/hr

1+ years exp

Flexcar is redefining how people access vehicles through a flexible car subscription model. As a Member Concierge at their new storefront in Chestnut Hill Mall, you will be the face of the brand, engaging with customers and ensuring a seamless experience throughout their vehicle journey.

AutomotiveCustomer ServiceRetail

Responsibilities

Engage Visitors: Actively welcome and educate walk-in visitors about Flexcar’s product offerings and value proposition

Oral Communication: Confidently and clearly communicate how Flexcar works, tailoring your message to first-time visitors or returning members

Deliver Outstanding Service: Provide top-notch support to members throughout their Flexcar journey—from ordering, picking up, and returning their vehicles. Ensure each vehicle meets our quality standards (cleanliness, gas level, damage-free, etc.) before handoff

Maintain Quality Standards: 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

Operational Collaboration: Coordinate with Flexcar’s main operations hub to manage vehicle logistics, inventory updates, and appointment readiness

Resolve Issues: Troubleshoot and efficiently address any order or vehicle-related concerns, prioritizing member satisfaction. Work closely with customer care, vehicle support teams and the main hub to ensure swift resolutions

Utilize Technology: Use company systems to manage member accounts, communicate with members 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

Customer Feedback Loop: 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

Drive Process Improvement: Identify opportunities for enhancing customer service and contribute to initiatives that elevate our operations. Ownership mentality for the local store’s success

Embrace Versatility: As part of a small market operation, be ready to take on additional responsibilities as assigned by your manager

Qualification

Customer ServiceCommunication SkillsProblem-SolvingTech-SavvyAttention to DetailMultitasking AbilityListening SkillsAdaptabilityCollaboration

Required

1-2 years in a customer facing role in customer service or retail, 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

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