Member Concierge II

Job Title : Member Concierge II

Department : Market Operations (Field)

Employee Type : Full Time, Non-Exempt

Compensation : $25.00 / hr Commission based bonus program

Join the Flexcar Team as a Member Account Specialist and Make a Real Impact!

As a Member Account Specialist at Flexcar, you'll be at the heart of delivering an unforgettable experience to our members, guiding them from their first order through their entire journey with Flexcar. Based in one of our Hub locations, you'll be the go-to expert, ensuring exceptional service every step of the way, resolving challenges with lightning speed, and maintaining the highest quality standards. With the power of cutting-edge technology at your fingertips, you'll manage member interactions like a pro, all while driving key performance metrics like Member Satisfaction and Loyalty. Plus, you'll have the chance to earn a performance-based bonus each month-because your hard work deserves to be rewarded!

Key Responsibilities :

• Manage your member base :

Meet or exceed key performance metrics, including Customer Satisfaction (CSAT) and Churn (member retention / loyalty). Conduct follow-up calls at 7, 30, 60, and 90 days post-pickup to ensure ongoing member satisfaction and identify areas for improvement. Call our members with scheduled return's and review our retention offers to help prevent churn.

Serve as the main point of contact for our members via phone and in-person assistance, offering comprehensive assistance with pickup, delivery, and return. Ensure members have a smooth, hassle-free experience every step of the way.

Assist members at our hub and storefront locations, answer questions about Flexcar and help drive subscription sales. Welcome and assist our member's receiving vehicle service, ensure we keep them informed every step of the way.

Identify and address member concerns regarding their vehicle orders promptly. Resolve issues quickly and effectively to maintain high levels of member satisfaction and ensure any challenges are addressed with minimal disruption.

Contribute to the preparation and presentation of each vehicle, ensuring it meets Flexcar's high standards before delivery. Conduct thorough quality checks to ensure each car is ready for a flawless member experience.

Leverage Flexcar's cutting-edge systems to manage member interactions, track order progress, and maintain accurate records. Ensure seamless communication through digital channels while providing real-time updates to members.

Develop in-depth knowledge of Flexcar's services, features, and processes. Stay current on new offerings and technology to ensure members always receive the most relevant, up-to-date information.

Greet each member with warmth, professionalism, and enthusiasm. Create a friendly and informative environment, showcasing Flexcar's dedication to providing outstanding customer service and an exceptional member experience.

Work closely with customer care, security, and other internal teams to provide a unified experience for our members. Collaborate with other departments to ensure smooth service delivery and swift issue resolution.

Actively seek opportunities to enhance the member experience, offering feedback and ideas for improving service quality, efficiency, and overall member satisfaction. Contribute to initiatives that continuously elevate the service standards at Flexcar.

As part of a smaller, agile team, be ready to take on new tasks and responsibilities to support the business's success. Show flexibility and initiative in responding to changing member needs and company objectives.

Leverage Flexcar's cutting-edge systems to manage member interactions, track order progress, and maintain accurate records. Ensure seamless communication through digital channels while providing real-time updates to members.

What Drives Success for this Role :

What Tops Off the Tank :

Who Are We :

We are fiercely disrupting the concept of automobile ownership Flexcar is on a mission to replace car ownership for the majority of car owners. Currently operational in 4 markets and continuing to grow, our goal is to offer a flexible alternative to car ownership that puts our members in the driver seat of their budget and their vehicle. Flexcar covers all maintenance costs, insurance costs, registration costs, and more, to provide an ownership alternative that is simple and seamless for our members. 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 90 billion dollar industry by providing customers an alternative to car-sharing, leases, ownership, and car rentals.

The Extra Mile :

Flexcar is rapidly growing and we want you to be a Flexster. 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.

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.

Salary : $25