Member Experience Coordinator

Flexcar; Charlotte (NC); On-site; USD 32,000 - 46,000; Full time

Benefits offered by this job

PTO

401(k) with company match

Benefits from day one

Employee discount on Flexcar products

Weekly pay

Referral bonus

Job summary

Flexcar is seeking a Member Experience Coordinator in Charlotte, NC to deliver exceptional service through the vehicle lifecycle, from pickup to ongoing support. The role involves high-volume member interactions, coordinating service, and ensuring quality vehicle readiness.

You will collaborate with multiple teams to resolve issues, manage cases, and improve operations while working outdoors as needed and supporting flexible shift patterns.

Qualifications

• Age 21 or older.
• Valid driver’s license with acceptable driving record.
• 5+ years of customer service experience preferred, ideally in a fast-paced environment.
• Strong written and verbal communication skills.
• Proficiency in computer systems and ability to learn new platforms quickly.
• Strong problem-solving and analytical skills.
• Ability to multitask and prioritize under pressure.
• Willingness to work evenings, weekends, and holidays as business needs require.
• Ability to work outdoors in varying weather conditions.

Responsibilities

• Provide high-volume customer service support with professionalism and urgency.
• Resolve service tickets and member inquiries efficiently.
• Deliver first-contact resolution whenever possible.
• Coordinate service appointments and follow up to ensure satisfaction.
• Communicate clearly and professionally with members via phone, email, messaging platforms, and in person.
• Collaborate cross-functionally with Customer Care, Security, Operations, Engineering, and Product teams to resolve complex cases.
• Support vehicle preparation and presentation to ensure vehicles meet quality standards.
• Operate vehicles as required for deliveries or lot movements (up to 75% of time).
• Track support cases accurately and ensure timely follow-up.
• Escalate unresolved issues according to established procedures.
• Identify service gaps and contribute to operational improvements.
• Support additional business needs as assigned.

Skills

Customer service

Communication

Problem solving

Multitasking

Driver's license

Tools

CRM systems

Computer literacy

Job description

Member Experience Coordinator

Locations: Charlotte, NC

Employment Type: Non-Exempt, Full-Time

Compensation: $28.50 per hour + Plus full benefits (eligible Day One)

AboutFlexcar

Flexcaris redefining car ownership through a flexible, month-to-month lease model that includes insurance and maintenance. By combining operationalexpertisewith technology and data, we deliver a seamless and convenient vehicle experience for our members.

We are building a high-performing, member-focused team dedicated to delivering exceptional service at every stage of the member journey.

Position Overview

The Member Experience Coordinatoris responsible for delivering exceptional service toFlexcarmembers throughout the vehicle lifecycle, including pickup, service coordination, issue resolution, and ongoing support.

Member Support & Service

• Provide high-volume customer service support with professionalism and urgency
• Resolve service tickets and member inquiries efficiently
• Deliver first-contact resolution whenever possible
• Coordinate service appointments and follow up to ensure satisfaction

Communication

• Communicate clearly and professionally with members via phone, email, messaging platforms, and in person
• Collaborate cross-functionally with Customer Care, Security, Operations, Engineering, and Product teams to resolve complex cases

Quality & Vehicle Readiness

• Support vehicle preparation and presentation to ensure vehicles meet company quality standards
• Operate vehicles asrequiredfor deliveries or lot movements (up to 75% of time)

Case Management

• Track support cases accurately and ensure timelyfollow-up
• Escalate unresolved issues according to established procedures

Continuous Improvement

• Identifyservice gaps and contribute to operational improvements
• Supportadditionalbusiness needs as assigned

Required Qualifications

• At least 21 years of age
• Valid driver’s license with acceptable driving record
• 5+ years of customer service experience preferred, ideally in a fast-paced environment
• Strong written and verbal communication skills
• Proficiencyin computer systems and ability to learn new platforms quickly
• Strong problem-solving and analytical skills
• Ability to multitask and prioritize under pressure
• Willingness to work evenings, weekends, and holidays as business needs require
• Ability to work outdoors in varying weather conditions

What tops the tank:

• Rest & Relax!Potential to accrue 80 hours of PTO your first year, and up to 120 hours in later years plus multiple company paid holidays and 40 hours of Sick time.
• Save for Your Future!401(k) with company match from day one of hire
• Benefits:Excellent, low-cost healthcare coverage including: medical, dental, vision, eligibility day one. Wellness Programs, Flexible Spending Accounts, Health Savings Account, Life and Disability Insurance
• Drive a Flexcar!Discounted employee rate on Flexcar products and no annual membership fee
• Weekly PayandEmployee Referral Bonus

Disclaimer: This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at anytime at the sole discretion of the Employer.

Work Authorization

Applicants mustbe authorized towork in the United States.Flexcarparticipates in E-Verify where required by law.

Flexcarprovides reasonable accommodations for qualified individuals with disabilities andsincerely heldreligious beliefsin accordance withapplicable law.

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.

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.