Member Concierge

Flexcar; Charlotte, Northern (NC, KY); Hybrid; USD 47,000 - 60,000; Full time

Benefits offered by this job

PTO 80 hours

401(k) match

Health insurance

Weekly pay

Uniforms

Employee discount

Job summary

Flexcar is seeking a Member Concierge to be on site in Charlotte, NC, delivering exceptional member experiences before, during, and after trips. You will assist members and vehicles, with phone, chat, and in-person interactions to ensure a seamless process.

Ideal candidates have 1–2 years in customer service, strong communication, and problem-solving skills, plus comfort with new software. Competitive pay and benefits start day one, with growth opportunities within the company.

Qualifications

• 1–2 years in a customer service role
• Excellent interpersonal and communication skills
• Strong problem-solving and decision-making abilities
• Proficient computer skills and ability to learn new software quickly
• Passion for providing exceptional customer service and exceeding expectations
• Ability to multitask and work under pressure

Responsibilities

• Provide exceptional customer service and support to members through multiple channels
• Troubleshoot and resolve order and vehicle issues promptly
• Ensure vehicles meet quality standards and assist with pre-delivery prep
• Use operational tools to manage interactions and track progress
• Act as a product expert and stay updated on features and processes
• Greet customers and convey information about the company and products
• Collaborate with cross-functional teams to ensure a seamless experience
• Identify opportunities for process improvements
• May be assigned additional duties as needed

Skills

Customer service

Communication

Problem solving

Multitasking

Attention to detail

Teamwork

Tools

CRM software

Job description

Location: Onsite, Charlotte, NC
Starting rate: $22.50/hr

Member Concierge

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.

What you’ll Do:

• Provide exceptional customer service and support to members, ensuring a positive and seamless experience throughout the entire process of ordering, picking up,receivingdeliverydriving, 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 byacquiring 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 andproviding 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!

What Drives Success for thisRole:

• 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 forproviding 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.
• 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.

Who are we?

Flexcar empowers all walks of life the flexibility to have a car of their own without the hassles of traditional car ownership. Convenient and affordable, Flexcar is here to disrupt a 110 Billion dollar industry by providing customers an alternative to car-sharing, leases, ownership, and car rentals.

Flexcar is rapidly growing and we want you to be a Flexter. Our special team is passionate, kind, collaborative, driven, and all-in on building the next automotive game-changer from the ground-up. This truly is an amazing opportunity to not only contribute your talents as a team-member, but also to help build the future Flexcar.

What tops of the tank:

• Rest &Relax!Potential toaccrue80 hoursof PTO your first year, and up to120 hoursin later years plus multiple company paid holidays and40 hoursof Sick time.

• Save for Your Future!401(k) with company match from day one of hire

• Benefits:Excellent, low-cost healthcare coverageincluding:medical, dental, vision, eligibility day one

• Drive aFlexcar!Discounted employee rate onFlexcarproducts and no annual membership fee

• Weekly Pay

• Uniforms

• and other amazingperks!

Disclaimer:This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended atanytimeat the sole discretion of the Employer.
Flexcaris an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.Flexcarprovides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Flexcar is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Flexcar provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.