Member Services Specialist (Accident Team) Zipcar
THIS JOB HAS EXPIRED 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, the UK, 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 talented, 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.
The Member Services Associate is responsible for providing customer service and support to Zipcar customers by handling or routing issues that are escalated from the Call Center. Please note - This is an entry-level position.
To learn more about Zipcar, what we do, and how we do it, visit zipcar.com. For further employment opportunities, visit www.zipcar.com/careers
This role provides world class member service to our members during the days following an accident. Since every Zipcar reservation includes insurance at no extra charge, we need to make sure the proper documentation is obtained and filed to get our cars and members back on the road as soon as possible. Team member will act as the frontline interface to members; lives the values of obsess about the member experience, be the best we can be, keep it simple and deliver results. This role is specialized in the unique circumstances and requirements after a member has been in an accident in a Zipcar and will be responsible for a specific set of skills required to support those members.
Responsibilities include but are not limited to the following:
Provides timely follow-up and resolution to member issues.
Works with members, third parties, fleet team, insurance carriers, legal team, and other departments to resolve issues related to accidents in Zipcars.
Resolves issues according to Zipcar policies; escalates non-routine issues.
Collaborates with rest of Corporate Member Services to discuss problems, identify trends and share solutions.
Educates members on Zipcar policies.
The successful candidate must have the following experience, skills, and education:
College degree preferred
Must pass Zipcar driving history requirements.
Excellent customer service skills
Prior experience in Zipcar Member Service role.
Prior experience in role handling insurance claims process
Knowledge of Zipcar website, policies, and systems
Ability to use the Zipcar voice for written and verbal communication
Conflict resolution skills to deescalate member situations.
Problem solving - the individual identifies and resolves problems in a timely manner, gathers and analyzes information skillfully and maintains confidentiality.
Interpersonal skills -the individual maintain confidentiality; remain open to others' ideas and exhibits willingness to try new things.
Oral communication - the individual speaks clearly and persuasively in positive or negative situations and demonstrates group presentation skills.
Written communication-the individual edits work for spelling and grammar, presents numerical data effectively and is able to read and interpret written information.
Adaptability-the individual adapts to changes in the work environment, manages competing demands and is able to deal with frequent change, delays or unexpected events.
Dependability-the individual is consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance.
Scheduling flexibility is required.
Basic computer skills
As a member of the Zipcar Team you will receive:
Competitive Benefits Package
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
||25 First Street |
Cambridge, MA 02141
THIS JOB HAS EXPIRED