Customer Care Associate

Role Overview

We are seeking energetic and thoughtful team members to support a high-quality customer experience for members. This position calls for strong emotional intelligence, quick decision-making, and a knack for solving operational issues. If you enjoy the sharing economy, communicate well with people, and can work effectively in a fast-moving environment, this role may be a strong fit.

You will be on the front line, helping members every day and coordinating closely with the Fleet Operations, Sales, and Marketing teams to resolve concerns and improve service outcomes.

Key Duties

• Represent member interests and act as a consistent advocate for their needs.
• Help deliver an excellent experience for members on a daily basis.
• Handle member questions and escalated operational issues promptly and carefully.
• Work with Operations to communicate clearly with members and find ways to limit member disruption.
• Spot opportunities to prevent repeat contacts and improve overall satisfaction.
• Review operational failures that affect members and share feedback or reports when needed.
• Lead member communications during major incidents such as recalls or weather-related events.
• Provide member education and guidance to support successful use of the service.
• Serve as a checkpoint for charges, reimbursements, refunds, and credits connected to escalations or operational needs.
• Partner with the Customer Care Manager or Supervisor on project development and execution.
• Support Operations by identifying parking areas and fleet requests reported by members.
• Track member behavior to flag misuse or situations where additional guidance is required.
• Review operational workflows to help reduce negative impacts on members.
• Build deep product and process knowledge to support the North American Customer Care team.

Requirements

• 5 CXC passes, including Mathematics and English.
• 1 to 2 years of customer service experience or public-facing work is preferred.
• Availability for a 40-hour weekly schedule, including weekends and holidays based on business needs.
• Willingness to work shifts that may fall in the evening, overnight, or early morning.
• Ability to manage multiple tasks in a busy, active setting.
• Strong written and verbal communication, along with good interpersonal skills.
• A member-first mindset and a genuine interest in helping others.
• Comfort with technology and the ability to learn new systems quickly, even with limited documentation.
• Patience, empathy, strong attention to detail, and solid problem-solving ability.
• Familiarity with ZenDesk.
• Working knowledge of Microsoft Excel, SQL, or similar data analysis tools.
• Exposure to carshare models, use cases, or fleet management is an advantage.
• Experience creating policies or managing online help resources is an asset.
• Comfort adopting new technology early.

Working Conditions

This role is based in an office environment and may involve sitting or standing for long periods. The work can also require bending, stretching, and lifting or carrying items up to 50 lbs. Standard workplace safety precautions are expected due to everyday environmental risks and discomforts.

The schedule is 40 hours per week, with a lunch break of 30 minutes to 1 hour.

Benefits

Benefits will be discussed during the interview.

Equal Opportunity Statement

Flexcar is committed to equal employment opportunity and does not tolerate discrimination or harassment of any kind. Employment decisions are made without regard to race, color, religion, age, sex, national origin, disability, genetics, veteran status, sexual orientation, gender identity or expression, or any other legally protected characteristic.

Application Notes

The application form requests standard contact details, a resume, and optional demographic information for compliance reporting purposes. Providing this demographic information is voluntary and will not affect hiring decisions.