Flexcar · 1 day ago
Member Experience Associate
Auburn, MA
Full-time
Onsite
Mid, Senior Level
$26.50/hr - $26.50/hr
5+ years expFlexcar is a fast-scaling mobility company transforming the car ownership model, and they are seeking a dynamic and motivated Member Experience Associate to join their team. In this role, you’ll engage with members at every stage of their journey, providing exceptional customer service and support to ensure a positive experience.
AutomotiveCustomer ServiceRetail
Responsibilities
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
Communicate clearly and professionally with members and internal teams through both written and verbal channels, ensuring all interactions reflect the Flexcar brand
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
Contribute to the preparation and presentation of our vehicles, ensuring each one meets Flexcar’s impeccable standards before delivery
Use our cutting-edge systems to manage member interactions, track progress, and maintain accurate records
Develop deep knowledge of Flexcar’s services, features, and processes, staying current on new offerings and ensuring members always receive the most relevant information
Partner with customer care, security, and other teams to provide a unified and smooth experience for our members
Identify opportunities to enhance the member experience and actively contribute to initiatives that improve service quality and operational efficiency
As part of a smaller, agile team, be ready to take on additional tasks and responsibilities to support the success of the business
Partner with customer care, operations, engineering, and other stakeholders to resolve complex cases and implement systemic fixes
Qualification
Required
5+ years in a retail customer service role, ideally within a fast-paced environment
Exceptional interpersonal and communication abilities, with a proven ability to write and speak in a professional, clear, and courteous manner
Strong analytical skills to navigate challenges, resolve customer concerns quickly, 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 efficiency 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 75% of time for deliveries
At least 21 years or older with a valid driver's license and an acceptable driving record (per company standards)
Benefits
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
And other amazing perks!
Company
Flexcar
Flexcar is a vehicle subscription company that offers insurance and maintenance services.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Ryan Quinlan
Chief Operating Officer
Alisha Gandhi, MLER
Talent Acquisition Partner
Recent News
2025-01-29
GlobeNewswire News Room
2023-10-11
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