Member Concierge

Job Title: Member Concierge 
Location: Auburn , Ma
Starting rate: $24 - 26$/hr + Full Benefits package (day one)

Flexcar is completely reimagining car ownership. We offer the world’s first month-to-month car ownership, with insurance and maintenance included. Members can swap cars anytime as their needs change, without the commitment or hassle of traditional car ownership. By combining operational expertise with technology, data, and AI, we’re transforming every aspect of the customer journey and delivering a more affordable, flexible, and hassle-free alternative to buying or leasing.

We want you to be a part of our team — not just for a job, but for a long-term career. We're committed to investing in your growth, helping you build your skills, and supporting your professional development every step of the way. As a key player in our success, you’ll work with some of the largest fleet companies in America and gain hands-on experience with our 209 unique vehicle models. Join us and grow your future with a company that believes in your potential.
The Member Concierge is responsible for ensuring an outstanding customer experience by providing support to our Flexcar customers, who we call members. This role involves assisting members, and their vehicles, before, during, and after their time as a Flexcar member to ensure a seamless and positive experience. This could involve phone, chat, in person communication with our members, as well as preparing vehicles for delivery to the member.    
What you’ll Do:   

• Provide exceptional customer service and support to members, ensuring a positive and seamless experience throughout the entire process of ordering, picking up, receiving delivery driving, and returning a Flexcar. 

• Troubleshoot and resolve customer order and vehicle issues promptly, efficiently, accurately, and with a focus on member satisfaction. 

• Ensure each vehicle delivered to our members meets our Flexcar quality standards and participates in the cleaning and preparation tasks pre-delivery. 

• Utilize the company's operational systems and tools to manage member interactions, track progress, and maintain accurate records. 

• Serve as a product expert by acquiring in-depth knowledge of our business and staying up to date with the latest features, updates, and processes. 

• Greet customers as they enter our property, or at the place of delivery, creating a welcoming atmosphere and providing information about the company and our products. 

• Collaborate closely with cross-functional teams, such as customer care and security team, to ensure a seamless member experience. 

• Identify opportunities for process improvement and contribute to the development and implementation of customer service initiatives.  

• This is a small market operation; you may be assigned other duties and responsibilities by your manager!  

What Drives Success for this Role:   

• 1-2 years of proven experience in a customer service role, preferably in a fast-paced environment. 

• Excellent interpersonal and communication skills. 

• Strong problem-solving and decision-making abilities. 

• Proficient computer skills and ability to learn and navigate new software systems quickly. 

• A passion for providing exceptional customer service and dedication to exceeding customer expectations. 

• Ability to multitask, prioritize tasks, and work effectively under pressure. 

• Flexibility to safely operate vehicles and perform work in inclement weather, including evenings, weekends, and holidays, based on operational requirements.  

• A knack for managing details, ensuring that no request or need slips through the cracks. 

• The ability to utilize strong listening skills to identify essential information and make sure customer needs are met. 

• Manage support cases to ensure issues are recorded, tracked, resolved and follow ups / solutions provided in a timely manner 

• Follow standard procedures for proper escalation of unresolved issues to collaborate with the appropriate internal teams like Product, Engineering, Operations to ensure we resolve client issues promptly and efficiently.  

What tops the tank:

• 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. Wellness Programs, Flexible Spending Accounts, Health Savings Account, Life and Disability Insurance

• Drive a Flexcar! Discounted employee rate on Flexcar products and no annual membership fee

• Weekly Pay and Employee Referral Bonus

• Uniforms

Disclaimer: This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at anytime 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.