Customer Relations Associate - Driver Concierge

Drive Sally•New York, NY

7d•Onsite

About The Position

The Customer Relations Associate, Driver Concierge is responsible for acquiring new customers, increasing bookings, and strengthening retention through proactive outreach and personalized engagement with prospective, current, and inactive drivers. The role follows up with leads, guides prospects through reservations, promotes relevant offers, and reconnects with former customers to encourage renewed interest in Sally’s services. The associate develops a working knowledge of Sally’s products, pricing, policies, booking processes, and operations across its markets to explain the value of its services, answer questions, and address barriers to booking or continued rental. The role combines reservations-focused work with customer service and disciplined execution of operational processes. It also supports broader Customer Relations work by answering general inquiries, resolving routine issues when possible, and coordinating with internal teams as needed. Success means resolving customer needs quickly and accurately, maintaining customer satisfaction, following company policies, and adopting new processes and operational standards. Key performance metrics include on-time task completion and operational error rates involving documents, accounts, and vehicle processes. This is a full-time, hourly, onsite role during business hours, reporting to the Director of Strategy and Operations. Compensation is $25–$27 per hour.

Requirements

Customer service and/or concierge experience with strong communication skills.
Strong problem-solving skills and sound independent judgment, including comfort diagnosing issues that an initial attempt or automated tools could not resolve.
Fast and accurate typing skills.
Clear and consistent communication style.
Strong customer-first mindset and comfort working directly with others.
High attention to detail and ability to complete documentation accurately.
Patience and professionalism when handling escalations or difficult customer situations.

Nice To Haves

Spanish proficiency.

Responsibilities

Proactively contact prospective customers by SMS, phone, and email to generate interest and convert leads into bookings.
Guide prospective drivers through the booking process by answering questions, addressing concerns, and encouraging them to complete reservations.
Engage existing customers through targeted outreach and promotions to strengthen relationships and encourage continued rentals.
Reconnect with inactive and former customers, learn why they stopped renting, communicate relevant offers, and encourage them to return.
Develop working knowledge of products, pricing, policies, and operations across all markets to support customers and communicate the value of Sally’s services.
Accurately track outreach, customer interactions, and reservation outcomes to support follow-up and performance measurement.
Identify objections, barriers to booking, and opportunities to improve conversion and retention, and share insights with leadership.
Support broader Customer Relations activities, including responding to inquiries, resolving routine issues, and coordinating with internal teams when needed.