Customer Care Associate
To ensure a world-class customer service experience for our members we are looking for dynamic team players with exceptional emotional intelligence and analytical chops. If you are able to think quickly on your feet, love to solve operational problems, are excited about the sharing economy, and have exceptional people skills, then we want you on the team. You will be front and center working with our members every day to assist with concerns and coordinate with our Fleet Operations, Sales, and Marketing teams.
What You’ll Do:
The duties and responsibilities of a Customer Care Associate are representative of those an employee must perform. This is not a comprehensive list and other duties may be assigned, as needed. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the position. Responsibilities include but are not limited to the following:
Advocates for our members always
Works every day to deliver a world-class customer experience for our members
Responds thoughtfully to member inquiries and escalated operational failures in a timely fashion
Works collaboratively with Operations to communicate with members and identify solutions to reduce member impact
Identifies pro-active measures to reduce member contact and improve member satisfaction
Analyzes operational lapses that result in member impact and provide feedback and reporting as needed
Drives member communications during escalated situations, for example, recalls or weather-related events
Educates members as needed to ensure their success with our offerings
Acts as a gatekeeper for member charges, reimbursements, refunds, and credits resulting from escalations or operational needs
Works with Customer Care Manager and/or Customer Care Supervisor to develop and implement projects
Assists Operations team in identifying parking locations and fleet requests as conveyed by members
Monitors member behavior to identify bad actors or needed education
Audits operational team processes to reduce negative member impact
Develops subject matter expertise to support the North American Customer Care team
What Drives Success For This Role:
5 CXC passes, including Math and English
1-2 years of customer service experience or working with the public (preferred)
Must be available for a regular schedule of 40 hours a week, including weekends and holidays according to business needs. Shifts may include evening, overnight, or early morning hours
Must be able to multi-task and thrive in a fast-paced, active environment
Strong communication and interpersonal skills particularly in writing
Member-centric with a strong desire to help others
Technical aptitude and the ability to learn new technology quickly, including during development with little documentation
Exhibits patience, empathy, attention to detail and a gift for problem-solving
Familiarity with ZenDesk
Experience with Microsoft Excel, SQL or other data analysis tools
Familiarity with different carshare models, use cases or fleet management
Experience with creating policy and managing online help resources
Early adopter of technology
Physical Demands and Working Conditions
Work is typically performed in an office environment with some physical demands, such as sitting, standing for long periods of time, bending, stretching, lifting and carrying up to 50 lbs., and normal exposure to everyday risks and discomfort requiring common safety precautions. Employees will work a 40hr work week with either a 30minute to 1 hour lunch break.
Benefits to be discussed upon interview
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.