Member Concierge

Flexcar • Charlotte, NC

5d • Onsite

About The Position

The Member Concierge is responsible for ensuring an outstanding customer experience by providing support to our Flexcar customers, who we call members. This role involves assisting members, and their vehicles, before, during, and after their time as a Flexcar member to ensure a seamless and positive experience. This could involve phone, chat, in person communication with our members, as well as preparing vehicles for delivery to the member.

Requirements

• 1-2 years of proven experience in a customer service role, preferably in a fast-paced environment.
• Excellent interpersonal and communication skills.
• Strong problem-solving and decision-making abilities.
• Proficient computer skills and ability to learn and navigate new software systems quickly.
• A passion for providing exceptional customer service and dedication to exceeding customer expectations.
• Ability to multitask, prioritize tasks, and work effectively under pressure.
• Flexibility to safely operate vehicles and perform work in inclement weather, including evenings, weekends, and holidays, based on operational requirements.
• A knack for managing details, ensuring that no request or need slips through the cracks.
• The ability to utilize strong listening skills to identify essential information and make sure customer needs are met.

Responsibilities

• Provide exceptional customer service and support to members, ensuring a positive and seamless experience throughout the entire process of ordering, picking up, receiving delivery driving, and returning a Flexcar.
• Troubleshoot and resolve customer order and vehicle issues promptly, efficiently, accurately, and with a focus on member satisfaction.
• Ensure each vehicle delivered to our members meets our Flexcar quality standards, and participate in the cleaning and preparation tasks pre-delivery.
• Utilize the company's operational systems and tools to manage member interactions, track progress, and maintain accurate records.
• Serve as a product expert by acquiring in-depth knowledge of our business and staying up-to-date with the latest features, updates, and processes.
• Greet customers as they enter our property, or at place of delivery, creating a welcoming atmosphere and providing information about the company and our products.
• Collaborate closely with cross-functional teams, such as customer care and security team, to ensure a seamless member experience.
• Identify opportunities for process improvement and contribute to the development and implementation of customer service initiatives.
• This is a small market operation, you may be assigned other duties and responsibilities by your manager!
• Manage support cases to ensure issues are recorded, tracked, resolved and follow ups / solutions provided in a timely manner
• Follow standard procedures for proper escalation of unresolved issues to collaborate with the appropriate internal teams like Product, Engineering, Operations to ensure we resolve client issues promptly and efficiently.

Benefits

• Potential to accrue 80 hours of PTO your first year, and up to 120 hours in later years
• Multiple company paid holidays
• 40 hours of Sick time
• 401(k) with company match from day one of hire
• Medical, Dental, Vision eligibility day one
• Discounted employee rate on Flexcar products

What This Job Offers

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