Customer Experience Associate

Drive Sally•Chicago, IL

10h•$50,000 - $55,000•Onsite

About The Position

Sally’s mission is to be the most trusted vehicle and service provider for professional drivers. We operate a large fleet of vehicles that we provide to rideshare, last mile, and taxi drivers on a flexible basis. We invest heavily in our technology and our people to deliver best-in-class service to our customers. The Customer Experience Associate is responsible for delivering best-in-class customer service to Sally’s prospective and existing drivers by providing fast, accurate, and professional support across in-person, phone, and email interactions. This role supports customer onboarding, account management, and daily service needs while ensuring drivers have a seamless experience renting, returning, and maintaining their vehicles. The Customer Support Associate plays a critical role in keeping customers informed, supported, and satisfied—driving long-term retention and strong operational performance.

Requirements

Customer service experience with strong communication skills.
Strong customer-first mindset and comfort working directly with people all day.
High attention to detail and ability to complete documentation accurately.
Ability to manage multiple tasks and prioritize effectively.
Patience and professionalism when handling escalations or difficult customer situations.
Availability to work Monday–Friday as well as rotating weekends and holidays.

Nice To Haves

Spanish proficiency is a plus.

Responsibilities

Serve as first-line support for all customer interactions in person, on the phone, and via email.
Complete driver onboarding, including pricing communication, contract execution, upselling add-on services, and vehicle matching.
Provide best-in-class customer service using strong knowledge of the rideshare industry and Sally policies.
Manage driver and vehicle accounts and ensure records remain accurate and up to date.
Operate a cash register and manage daily cash flow (if applicable)
Support a seamless vehicle rental process by preparing documentation, processing returns, and coordinating physical recoveries.
Schedule vehicles for service and repairs and coordinate with internal teams as needed.
Ensure necessary information is captured in a timely and complete manner following accidents to enable driver charge and claims processes to happen efficiently and effectively
Identify recurring customer issues and escalate trends to leadership to improve customer experience and operational processes.
Complete additional tasks assigned by your manager to support daily branch operations.