Member Experience Coordinator

Posted yesterday

flexcarCharlotte (NC)

Customer Service Representatives Passenger Car Rental

SENIORITY

Mid

SALARY

$28.50 per hour

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About the role

Member Experience Coordinator

Locations: Charlotte, NC Employment Type: Non-Exempt, Full-Time Compensation: $28.50 per hour + Plus full benefits (eligible Day One) About Flexcar: Flexcar is redefining car ownership through a flexible, month-to-month lease model that includes insurance and maintenance. By combining operational expertise with technology and data, we deliver a seamless and convenient vehicle experience for our members. We are building a high-performing, member-focused team dedicated to delivering exceptional service at every stage of the member journey.

Position Overview:

The Member Experience Coordinator is responsible for delivering exceptional service to Flexcar members throughout the vehicle lifecycle, including pickup, service coordination, issue resolution, and ongoing support.
Member Support & Service
Provide high-volume customer service support with professionalism and urgency
Resolve service tickets and member inquiries efficiently
Deliver first-contact resolution whenever possible
Coordinate service appointments and follow up to ensure satisfaction
CommunicationCommunicate clearly and professionally with members via phone, email, messaging platforms, and in person
Collaborate cross-functionally with Customer Care, Security, Operations, Engineering, and Product teams to resolve complex cases
Quality & Vehicle Readiness
Support vehicle preparation and presentation to ensure vehicles meet company quality standards
Operate vehicles as required for deliveries or lot movements (up to 75% of time)
Case Management
Track support cases accurately and ensure timely follow-upEscalate unresolved issues according to established procedures
Continuous Improvement
Identify service gaps and contribute to operational improvements
Support additional business needs as assigned

Required Qualifications:

At least 21 years of age
Valid driver's license with acceptable driving record 5+ years of customer service experience preferred, ideally in a fast-paced environment
Strong written and verbal communication skills
Proficiency in computer systems and ability to learn new platforms quickly
Strong problem-solving and analytical skills
Ability to multitask and prioritize under pressure
Willingness to work evenings, weekends, and holidays as business needs require
Ability to work outdoors in varying weather conditions
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

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. Flexcar provides reasonable accommodations for qualified individuals with disabilities and sincerely held religious beliefs in accordance with applicable law. Work Authorization Applicants must be authorized to work in the United States. Flexcar participates in E-Verify where required by law.

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