Customer Relations Associate - Driver Concierge

Drive Sally•New York, NY

15h•$25 - $27•Onsite

About The Position

The Customer Relations Associate, Driver Concierge drives new customer acquisition, increases bookings, and strengthens retention through proactive outreach and personalized engagement with prospective, existing, and inactive drivers. The role follows up with leads, guides prospects through booking, promotes relevant offers, and reconnects with former customers to generate renewed interest in Sally’s services. The associate develops working knowledge of Sally’s products, pricing, policies, booking processes, and operations across its markets. They communicate the value of Sally’s services, answer customer questions, and help overcome barriers to booking or continued rental. The role combines reservations-focused work with customer service and consistent execution of operational processes, while also supporting general customer inquiries, issue resolution, and coordination with internal teams. Success is measured by resolving customer needs quickly and accurately, maintaining high customer satisfaction, consistently following company policies, adopting new processes and operational standards, completing tasks on time, and minimizing operational errors involving documents, accounts, and vehicle processes. This is a full-time, onsite, hourly position during business hours, with compensation of $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 that represents a best-in-class organization.
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 reservation completion.
Engage existing customers through targeted outreach, promotions, and retention initiatives to strengthen relationships and encourage continued rentals.
Reconnect with inactive and former customers to understand why they stopped renting, communicate relevant offers, and encourage them to return.
Develop knowledge of products, pricing, policies, and operations across all markets to support customers and communicate the value of Sally’s services.
Accurately track outreach efforts, customer interactions, and reservation outcomes to support follow-up and performance measurement.
Identify common objections, booking barriers, and opportunities to improve reservation conversion and retention, and share insights with leadership.
Support broader Customer Relations activities by responding to inquiries, resolving routine issues, and coordinating with internal teams when needed.