Customer Care Associates

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:

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Advocates for our members always

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Works every day to deliver a world-class customer experience for our members

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Responds thoughtfully to member inquiries and escalated operational failures in a timely fashion

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Works collaboratively with Operations to communicate with members and identify solutions to reduce member impact

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Identifies pro-active measures to reduce member contact and improve member satisfaction

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Analyzes operational lapses that result in member impact and provide feedback and reporting as needed

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Drives member communications during escalated situations, for example, recalls or weather-related events

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Educates members as needed to ensure their success with our offerings

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Acts as a gatekeeper for member charges, reimbursements, refunds, and credits resulting from escalations or operational needs

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Works with Customer Care Manager and/or Customer Care Supervisor to develop and implement projects

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Assists Operations team in identifying parking locations and fleet requests as conveyed by members

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Monitors member behavior to identify bad actors or needed education

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Audits operational team processes to reduce negative member impact

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Develops subject matter expertise to support the North American Customer Care team

What Drives Success For This Role

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5 CXC passes, including Math and English

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1-2 years of customer service experience or working with the public (preferred)

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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

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Must be able to multi-task and thrive in a fast-paced, active environment

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Strong communication and interpersonal skills particularly in writing

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Member-centric with a strong desire to help others

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Technical aptitude and the ability to learn new technology quickly, including during development with little documentation

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Exhibits patience, empathy, attention to detail and a gift for problem-solving

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Familiarity with ZenDesk

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Experience with Microsoft Excel, SQL or other data analysis tools

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Familiarity with different carshare models, use cases or fleet management

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Experience with creating policy and managing online help resources

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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

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.