Customer Experience Associate (Member Concierge) in El Monte, California at Flexcar

Job Title: Customer Experience Associate (Member Concierge)
Location: El Monte, CA
Employment Type: Full-Time
Classification: Non-Exempt (Hourly, Overtime Eligible)
Compensation: $27.00 – 29.50* per hour + Full Benefits Day One
About Flexcar
Flexcar is reimagining car ownership by offering a flexible, all-inclusive monthly subscription that covers insurance, maintenance, registration, and more. We are growing rapidly and committed to delivering a convenient and affordable alternative to traditional car ownership.

Position Overview
As a Member Concierge, you play a vital role in delivering an exceptional experience for Flexcar members. You will support members before, during, and after their subscription, ensuring each interaction—whether in person, by phone, or digitally—is seamless and positive.

This role includes significant driving responsibilities and hands-on vehicle preparation in a fast-paced, operational environment.

Key Responsibilities
Member Experience & Service

• Provide high-quality support throughout the member lifecycle—from ordering and pickup to delivery, driving, and return.
• Communicate with members via phone, chat, email, and in person.
• Greet members professionally and create a welcoming environment.

Issue Resolution

• Troubleshoot order or vehicle-related concerns.
• Escalate complex issues following established procedures.
• Ensure timely follow-up and case resolution.

Vehicle Preparation & Delivery

• Conduct vehicle inspections and ensure vehicles meet Flexcar quality standards.
• Perform light cleaning and preparation prior to delivery.
• Drive vehicles for delivery and repositioning purposes

Operations & Technology

• Utilize company systems to document interactions and track cases.
• Maintain accurate records and compliance with company procedures.
• Support local operational workflows as assigned.

Cross-Functional Collaboration

• Partner with Customer Care, Operations, Product, and Engineering teams to resolve member concerns.
• Identify opportunities to improve service processes.

Additional Duties

• Perform other duties as assigned in support of market operations.

Qualifications

• 1–2 years of customer service experience (preferred)
• Strong interpersonal and communication skills
• Ability to multitask in a fast-paced environment
• Comfortable using computers and learning new systems
• Strong problem-solving and decision-making skills
• Must be at least 21 years of age
• Valid U.S. driver’s license with an acceptable driving record (per company standards)
• Ability to work evenings, weekends, and holidays as business needs require
• Ability to operate vehicles and work outdoors in varying weather conditions

Compensation Transparency (California – SB 1162)

The hourly pay range for this position in California is $27.00 – $29.50 per hour.

This range represents the reasonably expected pay range for this role within California. Actual compensation will be determined based on:

• Experience

• Skills and competencies

• Geographic location

• Internal equity considerations

This position is paid on an hourly basis and is eligible for overtime in accordance with California wage and hour laws.

Local Ordinance Compliance

Flexcar complies with all applicable federal, state and local employment laws, including but not limited to:

• California minimum wage and overtime laws

• El Monte Minimum Wage Ordinance

• California Healthy Workplaces, Healthy Families Act

• Applicable local paid sick leave ordinances

Where local laws provide greater employee protections or benefits than state or federal law, Flexcar will comply with the more protective standards.

Benefits (Subject to Plan Terms and Eligibility)

• Accrual of up to 80 hours of PTO in the first year (increasing with tenure)

• Paid Sick Leave in accordance with California and applicable local law

• Company-paid holidays

• 401(k) with company match (Day One eligibility)

• Medical, dental, and vision coverage (Day One eligibility)

• Health Savings Account (HSA) and Flexible Spending Account (FSA) options

• Life and disability insurance

• Weekly pay

• Uniforms provided

• Employee referral bonus

• Employee discount on Flexcar services

Work Authorization

Applicants must be authorized to work in the United States. Flexcar participates in E-Verify where required by law.

At-Will Employment

Employment with Flexcar is at-will. This means that either the employee or Flexcar may terminate the employment relationship at any time, with or without cause and with or without notice, subject to applicable law. Nothing in this job description shall be construed as creating a contract of employment.

Equal Employment Opportunity

Flexcar is an Equal Opportunity Employer and complies with all applicable federal, state, and local laws, including the California Fair Employment and Housing Act (FEHA).

Flexcar prohibits discrimination and harassment based on:

• Race (including traits historically associated with race such as hair texture and protective hairstyles)

• Color

• Ancestry

• National origin

• Religion or creed

• Age

• Sex (including pregnancy, childbirth, breastfeeding, and related medical conditions)

• Gender

• Gender identity or expression

• Sexual orientation

• Marital status

• Medical condition

• Genetic information

• Physical or mental disability

• Military or veteran status

• Reproductive health decision-making

• Any other characteristic protected by applicable law

Flexcar provides reasonable accommodations for qualified individuals with disabilities and sincerely held religious beliefs in accordance with applicable law.

Job Description Disclaimer

This job description describes the general nature and level of work performed. It is not intended to be an exhaustive list of duties, responsibilities, or qualifications. Duties may be modified based on legitimate business needs and in compliance with applicable law.

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.