Carshare members have access to electric vehicles (EV) by the hour or day, Unlike car rental, carshare pricing includes insurance and EV charging at the site location where the vehicle(s) is located. Members access their EV from a nearby “hub” in their neighborhood. To join, individuals must be 21 and older to complete an online application. Once approved, members can make same-day reservations for a carshare EV from their smartphone or tablet on the MDO Carshare app. Members use their car share EV for grocery shopping, errand running, medical appointments, visiting relatives, getting to a job interview, and more.

The Michigan EV Carshare Program Associate will be responsible for supporting Mobility Development Operations (MDO) carshare operations in Detroit and Ann Arbor, This hybrid position is based in Detroit. The position will report to the Member Services Director with additional support and direction from the Senior Program Director, Midwest. This has the potential to become a full time position with added responsibilities to include working on carshare programs in Grand Rapids and Kalamazoo.

The position will require some travel between Detroit and Ann Arbor, with heavier travel during launch periods. The Michigan Program Associate will focus on the following areas: fleet operations, member services and community engagement:

Fleet Services

● Vehicle maintenance

○ weekly cleanings

○ repairs, recalls, etc.

● Coordinate operations on site at all EV carshare locations

○ establish rapport with site managers and manage any parking/vehicle issues at site locations

● Coordinate with members and respond to real-time issues (dead battery/tow, hardware malfunction, etc.), accident reporting and filing claims as necessary.

• Maintain fleet protocols and adjust as necessary

Member Services:

• Work to ensure that members’ needs are met in a timely manner (processing new member applications, making/modifying/canceling reservations, vehicle access, etc.).
• Conduct member orientations (one-on-one phone/video call appointments).
• Support schedule for call center rotation, including on-call during early morning hours and occasionally on weekends.
• Answer phone calls/emails/texts from members or project partners in a timely manner.

Community Engagement:

The Program Associate will help to spread the word about the Detroit and Ann Arbor carshare programs by engaging with Grand Rapids program in partnership with the City of Grand Rapids, local community organizations, supporting on-the-ground community engagement/outreach/marketing efforts, including:

● Tabling at local events (speaking with members about the service, distributing flyers, etc) ● Attending meetings with key community partners

● Presenting to community groups about the carshare program

● Distribute information flyers about the program

The Program Associate will support senior staff and external stakeholders to:

● Update weekly fleet utilization/expense/revenue reports

● Adjust operational protocols based on lessons learned in Michigan

● Monitor program security/soundness including but not limited to: monitoring EV charging cards and flagging and fining members that repeatedly break program rules

● Assist in preparation of invoices and assessment of member fines and surcharges.

● Reliability - Be punctual and timely to all in-person, telephone, or virtual meetings

● Teamwork - Identify problems early on, analyze solutions and work with team to solve and develop operating protocols

● Member Services - Manage challenging members, respond promptly to members, respond to requests in a timely manner, follow protocols as determined by the Member Services Director and meet commitments made to members and partners in a timely manner.

● Professionalism - As a representative of Mobility Development Operations, have the ability to develop and maintain courteous and professional relationships with members, vendors, partners, and stakeholders

PHYSICAL DEMANDS:

● The physical demands described here are representative of what must be met by an employee to successfully perform essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

● While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand or walk, and operate a motor vehicle. The employee must occasionally lift or move up to 25 pounds.

WORK ENVIRONMENT:

The noise level in the work environment is generally moderate as the position entails primarily office work but will also require work in the field which can include in and around fleet vehicles, parking lots and garages, office buildings and community centers, for example.

Please email resume & cover letter to: careers@mobilitydevelopment.org

About Mobility Development:

Mobility Developing Operations is the management services division of Mobility Development Group. Mobility Development supports the launch and growth of shared mobility networks (carshare, bikeshare, ride-hailing, and volunteer transportation) from Los Angeles to Boston. Our team works with cities, transit agencies, non-profits, and technology firms to build programs focused on disadvantaged communities. We have worked with partners to design, launch, and operate over a dozen networks nationally since 2008.

Mobility Development is an Equal Opportunity Employer. MDO does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

Job Type: Full-time

Pay: From $22.00 per hour

Expected hours: 24 – 30 per week

Benefits:

• Flexible schedule
• Health insurance
• Paid time off

Schedule:

• 8 hour shift
• Evening shift
• Monday to Friday
• On call
• Overnight shift
• Weekends as needed

Experience:

• Fleet management: 1 year (Required)
• Customer service: 1 year (Required)

Language:

• Spanish (Preferred)

Willingness to travel:

• 50% (Required)

Work Location: Hybrid remote in Detroit, MI 48207