What are the responsibilities and job description for the Member Experience Associate position at Flexcar?
Job Title: Member Experience Associate
Department: Field Member Service
Employee Type: Full Time, Non-Exempt
Compensation: $26.50/hr
Location: Auburn, MA
Are you passionate about delivering exceptional customer experiences? Are you an exceptional communicator both over the phone and through written messages? At Flexcar, we’re seeking a dynamic and motivated Member Experience Associate to join our team and elevate the experience for our valued members. In this role, you’ll be the face of Flexcar, engaging with our members at every stage of their journey—including vehicle pickup and after-pickup support, coordinating service appointments and handling other member-service needs to ensure our members always feel supported.
What You’ll Do
Get in early with a fast-scaling mobility company transforming the car ownership model
Learn by doing: work cross-functionally with operations, marketing, and customer experience teams. Gain real-world experience in customer engagement, quality control, and logistics. Career growth opportunities within Flexcar’s Member Experience or Operations teams.
Disclaimer: This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the Employer.
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.
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Department: Field Member Service
Employee Type: Full Time, Non-Exempt
Compensation: $26.50/hr
Location: Auburn, MA
Are you passionate about delivering exceptional customer experiences? Are you an exceptional communicator both over the phone and through written messages? At Flexcar, we’re seeking a dynamic and motivated Member Experience Associate to join our team and elevate the experience for our valued members. In this role, you’ll be the face of Flexcar, engaging with our members at every stage of their journey—including vehicle pickup and after-pickup support, coordinating service appointments and handling other member-service needs to ensure our members always feel supported.
What You’ll Do
- Customer Service: Provide exceptional customer service in a high-volume environment ensuring member needs are met with professionalism and care. This includes resolving service issues and other customer service tickets that come through needing your assistance.
- Professional Communication: Communicate clearly and professionally with members and internal teams through both written and verbal channels, ensuring all interactions reflect the Flexcar brand.
- Issue Resolution: Quickly and effectively resolve member issues, concerns, and inquiries, demonstrating a sense of urgency and a commitment to customer satisfaction. Provide first-call resolution whenever possible.
- Ensure Quality Standards: Contribute to the preparation and presentation of our vehicles, ensuring each one meets Flexcar’s impeccable standards before delivery.
- Utilize Technology: Use our cutting-edge systems to manage member interactions, track progress, and maintain accurate records.
- Become a Flexcar Expert: Develop deep knowledge of Flexcar’s services, features, and processes, staying current on new offerings and ensuring members always receive the most relevant information.
- Collaborate Cross-Functionally: Partner with customer care, security, and other teams to provide a unified and smooth experience for our members.
- Drive Continuous Improvement: Identify opportunities to enhance the member experience and actively contribute to initiatives that improve service quality and operational efficiency.
- Adapt and Grow: As part of a smaller, agile team, be ready to take on additional tasks and responsibilities to support the success of the business.
- Cross-Functional Collaboration: Partner with customer care, operations, engineering, and other stakeholders to resolve complex cases and implement systemic fixes
- Experience: 5 years in a retail customer service role, ideally within a fast-paced environment
- Communication Skills: Exceptional interpersonal and communication abilities, with a proven ability to write and speak in a professional, clear, and courteous manner.
- Problem-Solving: Strong analytical skills to navigate challenges, resolve customer concerns quickly, and make informed decisions.
- Tech-Savvy: Proficient in computer skills and quick to learn new software systems.
- Customer-Centric Attitude: A passion for delivering outstanding service and exceeding member expectations.
- Multitasking Ability: Skill in managing multiple tasks and prioritizing efficiency under pressure.
- Adaptability: Willingness to operate vehicles and work in various weather conditions, including evenings, weekends, and holidays, as needed.
- Attention to Detail: A keen eye for detail, ensuring that all member requests are addressed thoroughly.
- Listening Skills: Strong listening abilities to identify member needs and provide tailored solutions.
- Case Management: Track support cases diligently, ensuring timely resolutions and effective follow-up.
- Collaboration: Follow established procedures for escalating unresolved issues, working with internal teams like Product, Engineering, and Operations to ensure prompt solutions.
- Delivery: Willing to drive up to 10% of time for deliveries.
- Requirements: At least 21 years or older with a valid driver’s license and an acceptable driving record (per company standards).
- 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
- Drive a Flexcar! Discounted employee rate on Flexcar products and no annual membership fee
- Weekly Pay
- and other amazing perks!
Get in early with a fast-scaling mobility company transforming the car ownership model
Learn by doing: work cross-functionally with operations, marketing, and customer experience teams. Gain real-world experience in customer engagement, quality control, and logistics. Career growth opportunities within Flexcar’s Member Experience or Operations teams.
Disclaimer: This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the Employer.
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.
Share
Apply for this position
Required*
First Name*
Last Name*
Email Address*
Phone*
Address
Resume*
We've received your resume. Click here to update it.
Attach resume or Paste resume
Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume
Paste your resume here or Attach resume file
The following questions are entirely optional.
To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.
GenderDecline to answerFemaleMale
Race/EthnicityDecline to answerHispanic or LatinoWhite, not Hispanic or LatinoBlack or African-American, not Hispanic or LatinoAsian, not Hispanic or LatinoNative Hawaiian or Other Pacific Islander, not Hispanic or LatinoAmerican Indian or Alaskan Native, not Hispanic or LatinoTwo or More Races, not Hispanic or LatinoMENA (Middle Eastern and North African)
Submit Application
Salary : $27