Compensation: $18.50/hr
This is a virtual customer service associate position in the United States where you will work from your personal residence in a distraction-free space.
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To ensure a world-class customer service experience for our members we are looking for dynamic team players with exceptional emotional intelligence and a tenacity for problem solving. 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, providing best in class customer service.
- Demonstrated reliability, attendance and commitment from you to be present and engaged for each scheduled shift is crucial.
- Able to pivot and think quickly, this role will require being there to help our customers on both phone and digital channels. Ability to multi-task and work through our internal tools is a must!
- Responds thoughtfully and owns each member inquiry until a resolution is met.
- Escalates operational failures in a timely fashion, providing insights on things that might be impacting our customers!
- De-escalate customer concerns with conflict management skills and empathy, while making sure options provided align with Flexcar's policies and SOPs.
- Work to meet our customer satisfaction goals (CSAT), and meet our high performance bar on productivity metrics (efficiency and QA).
- Help drives member communications during special situations, for example, outreach for changes in scheduled appointment times, or liaising between operations/marketing and the customer.
- Educates members as needed during each interaction 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 their supervisor and leadership team to implement new projects as we scale
- Monitors member behavior to identify bad actors or needed education
- Continues to uptrain and develop subject matter expertise to support the North American Customer Care team
What Drives Success For This Role:
- You must be 18 or older
- 1-2 years of customer service experience required, preferably in a call center environment.
- Familiarity with Zendesk or Five9 a plus.
- You will be required to hardwire your computer to a modem with minimum internet speeds of 25Mbps (download) and 5Mbps (upload). A connection speed test will be provided. Wireless (WiFi) connectivity is not permitted for use. All other necessary computer equipment and accessories are provided by Flexcar
- You must have private, quiet and secure space, appropriate for handling customer service work, in compliance with PII protocols. (free of distractions or noise)
- Must be available for a regular schedule of 40 hours a week, including weekends and holidays according to business needs.
- Overtime may be offered in the future.
- 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
- Knowledge of working within Windows Operating Systems required.
- Technical aptitude and the ability to learn new technology quickly.
What Tops Off the Tank:
- Rest & Relax! Potential to accrue 60 hours of PTO your first year, and up to 120 hours in later years plus multiple company paid holidays and three floating holidays you choose.
- Save for Your Future! 401(k) with company match from day one of hire.
- Expand The Family! Paid family leave available for all full-time employees.
- Drive a Flexcar! Discounted employee rate on Flexcar products
Who are we?
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 110 Billion dollar industry by providing customers an alternative to car-sharing, leases, ownership, and car rentals.
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.
The extra mile:
We encourage Flexsters to bring their whole selves to work - unique perspectives, personal experiences, backgrounds, and however they identify. We are proud to be an equal opportunity employer – M/F/D/V.
