Customer Service Associate (Member Concierge)

Flexcar • Larchmont, NY

2d • Onsite

About The Position

As the Member Concierge, you’ll be the face of the brand for all walk-in customers and scheduled vehicle handoffs. This is a high-energy, people-focused role ideal for someone who enjoys engaging with the public, thrives in dynamic environments, and is passionate about creating memorable customer experiences. Your mission will be to support members before, during, and after their time with us, ensuring every interaction is seamless and positive.

Requirements

• 1-2 years in a customer facing role in customer service or retail, ideally within a fast-paced environment preferred.
• Exceptional interpersonal and communication abilities required.
• 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).

Responsibilities

• Actively welcome and educate walk-in visitors about Flexcar’s product offerings and value proposition.
• Confidently and clearly communicate how Flexcar works, tailoring your message to first-time visitors or returning members.
• 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.
• 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.
• Coordinate with Flexcar’s main operations hub to manage vehicle logistics, inventory updates, and appointment readiness.
• 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.
• Use company systems to manage member accounts, communicate with members and keep accurate records.
• Gain in-depth knowledge of our services and stay updated on the latest features and processes to assist members effectively.
• 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.
• Identify opportunities for enhancing customer service and contribute to initiatives that elevate our operations.
• Ownership mentality for the local store’s success.
• Be ready to take on additional responsibilities as assigned by your manager.

Benefits

• Potential to accrue 80 hours of PTO your first year, and up to 120 hours in later years
• Multiple company paid holidays and sick time
• Excellent, low-cost healthcare coverage including: Medical, Dental, and Vision eligibility day one.
• 401(k) with company match from day one of hire.
• Discounted employee rate on Flexcar products and no annual membership fee
• Weekly pay
• Employee Referral Bonus!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed