Member Services Coordinator Position Available In New York, New York

$21/hr Zipcar, the world’s largest car-sharing company, is looking to add new talent to our team. Today, Zipcar provides hundreds of thousands of people with a viable alternative to traditional car ownership, saving them money, time and headaches. Around the world—from coast to coast, across Canada, Europe, and college campuses in between—people are making the decision to live car-free and enjoying the convenience and environmental benefits of having “wheels when you want them”. As we continue to grow our operations, we are looking for passionate people with great ideas to join the family. We aim to create an environment that is supportive, diverse, and as fun as our brand. If you’re results-oriented, dedicated, and ready to contribute to an unparalleled member experience for our community of Zipsters, we encourage you to apply. To learn more about Zipcar, what we do, and how we do it, visit zipcar.com. For further employment opportunities, visit http://www.zipcar.com/about/jobs Summary To ensure a world class customer service experience for our members we are looking for smart, dynamic team players with exceptional emotional intelligence and analytical chops. If you’re able to think quickly on your feet, love to solve operational problems, are excited about the sharing economy and have exceptional people skills, then we want you on the team. You will be front and center working with our members every day to assist with concerns and coordinate with our Fleet Operations, Sales and Marketing teams. Responsibilities The duties and responsibilities of this position described here are representative of those an employee must perform. This is not a comprehensive list and other duties may be assigned, as needed. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the position. Responsibilities include but are not limited to the following: Responds thoughtfully to member inquiries and escalated operational failures in a timely fashion Works collaboratively with Operations to communicate with members and identify solutions to reduce member impact Identifies pro-active measures to reduce member contact and improve member satisfaction Analyzes operational lapses that result in member impact and provide feedback and reporting as needed Drives member communications during escalated situations, for example, recalls or weather-related events Educates members as needed to ensure their success with our offerings Acts as gatekeeper for member charges, reimbursements, refunds and credits resulting from escalations or operational need Works with Member Services Manager and/or Member Services Supervisor to develop and implement projects Assists Operations team in identifying parking locations and fleet requests as conveyed by members Monitors member behavior to identify bad actors or needed education Audits operational team processes to reduce negative member impact Develops subject matter expertise to support the North American Member Services team Advocates for our members always Works everyday to deliver a world class customer experience for our members Requirements 4 year college degree (preferred) 1-2 years of customer service experience or working with the general public (preferred) Must be available for a regular schedule of 40 hours a week, including weekends and holidays according to business need. Shifts may include evening, overnight or early morning hours Must pass Zipcar driving history requirements Must be able to multi-task and thrive in a fast paced, active environment Strong communication and interpersonal skills particularly in writing Member-centric with a strong desire to help others Technical aptitude and the ability to learn new technology quickly, including during development with little documentation Exhibits patience, empathy, attention to detail and a gift for problem-solving Additional Skills Experience with measuring and improving customer satisfaction and loyalty across a variety of use-cases in a diverse array of cities Familiarity with ZenDesk Experience with Microsoft Excel, SQL or other data analysis tools Familiarity with different carshare models, use cases or fleet management Experience with creating policy and managing online help resources Early adopter of technology Physical Demands and Working Conditions Work is typically performed in an office environment with some physical demands, such as sitting, standing for long periods of time, bending, stretching, lifting and carrying up to 50 lbs., and normal exposure to everyday risks and discomfort requiring common safety precautions. As a member of the Zipcar Team you will receive: Competitive Compensation Competitive Benefits Package Free Membership Discounts on services, products and much more While we appreciate every applicant’s interest, only those under consideration will be contacted. We regret that phone calls will not be accepted. EOE New York New York United States of America Zipcar is the world’s leading car-sharing network, in hundreds of cities, towns and universities. We give people access to cars on demand so they can lead an easier and more enjoyable city life. Join us in enabling simple and responsible urban living, and eliminating the need for personally owned cars to provide more space for people and the things they love.