Member Services Associate

PhillyCarShare is a non-profit car sharing cooperative that gives members access to cars by the hour. Our mission is to maximize the economic, environmental, and social benefits of reduced automobile dependence in the Philadelphia region through community-based car sharing.

PhillyCarShare is currently searching for a full time Member Services Associate (MSA) to provide a full range of exceptional service to current and prospective members. The MSA answers telephone calls, responds to e-mails, processes new member applications, and assists with account inquiries and reservation issues.

The ideal candidate is a detail-oriented and organized person who is dedicated to providing exceptional service to our members. The candidate has experience with internet applications and email software, works well collaboratively, is friendly, energetic and reliable, has excellent verbal and writing skills, and is flexible in duties and schedule.

How to Apply: Interested candidates should submit a resume and cover letter to apply. Resumes without a cover letter will not be considered. Please, no follow up calls or emails. We will contact you only if you are selected for an interview. Thanks for your interest!

Member Services Associate (Full time)

Position Summary:

Provides full range of service to current and prospective members, 24 hours a day, 7 days a week. Answers telephone calls (Reservation, MS, Emergency), responds to emails, and assists with account inquiries and reservation issues. Processes new member applications.

Primary Duties:

Creates, revises, and cancels reservations per member request
Assists members in emergency situations in a timely and courteous fashion
- Assists displaced members by creating new reservations or editing existing reservations
- Guides members to pod locations
- Provides instructions for operation of vehicles, including troubleshooting minor mechanical difficulties
- Coordinates with Fleet to dispatch Maintenance Technician or AAA to provide roadside assistance
Researches and resolves complaints concerning reservations, vehicle condition, and overall quality of service
Provides members with accurate and up-to-date account information
Collaborates with Billing Department to resolve billing disputes
Reviews and responds to interceptor and tattler activity
Accurately and quickly processes new member applications
Promotes full range of services by educating prospective members about advantages to car-sharing
Maintains knowledge of current policy and educates members when needed

Additional Responsibilities:

Reviews applicant driving records, approves or denies applications, and prepares new member packages
Conducts orientation per member request
Additional department projects as assigned by Supervisors & Management

Schedule:

Variable, 36-40 hours. Must be flexible because shifts will vary between the hours of 7am and 12 midnight. We are a 24/7 operation; must be willing to work every weekend and every other holiday.

Knowledge, Skills, and Abilities:

Abitlity to work flexible schedule, including weekends, evenings, and some holidays
Ability to consistently uphold policy with empathy in all situations
Ability to learn quickly and be resourceful
Work well under pressure and in rapidly changing environments
Demonstrated organizational skills, with the ability to multi-task
Strong research skills and deductive reasoning ability
Familiarity with Philadelphia streets
Advanced knowledge of Microsoft Office, with proficiency in Outlook and Excel
Excellent written and verbal communication skills

Qualifications:

Bachelors degree and 2-3 years of customer service experience
3-5 years of strong customer service experience will also be considered in lieu of degree
Qualified for PhillyCarShare membership

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Member Services Associate