Customer Experience Associate

Job detailsApplication formCustomer Experience AssociateSally’s mission is to be the most trusted vehicle and service provider for professional drivers. We operate a large fleet of vehicles that we provide to rideshare, last mile, and taxi drivers on a flexible basis. We invest heavily in our technology and our people to deliver best-in-class service to our customers.Role OverviewThe Customer Experience Associate is responsible for delivering best-in-class customer service to Sally’s prospective and existing drivers by providing fast, accurate, and professional support across in-person, phone, and email interactions.This role supports customer onboarding, account management, and daily service needs while ensuring drivers have a seamless experience renting, returning, and maintaining their vehicles. The Customer Support Associate plays a critical role in keeping customers informed, supported, and satisfied—driving long-term retention and strong operational performance.Reports to: Manager of OperationsEmployment Type: Full-TimeCompensation Type: HourlyExpected Hours: Business HoursSuccess in this role looks like customers receiving fast and accurate support, seamless onboarding and vehicle handoffs, high customer satisfaction across all service interactions, and disciplined adherence to company policies with rapid adoption of new processes and operational standards.Key performance metrics include:CSAT (Customer Satisfaction Score)On-time task completion (timely completion of launches and returns, completion of post-accident information intake, etc.)Response time / time-to-resolutionOnboarding completion accuracyCustomer retention support outcomesOperational error rate (documents, accounts, vehicle processes)Upsells of add-on servicesWhat you’ll doServe as first-line support for all customer interactions in person, on the phone, and via email.Complete driver onboarding, including pricing communication, contract execution, upselling add-on services, and vehicle matching.Provide best-in-class customer service using strong knowledge of the rideshare industry and Sally policies.Manage driver and vehicle accounts and ensure records remain accurate and up to date.Operate a cash register and manage daily cash flow (if applicable)Support a seamless vehicle rental process by preparing documentation, processing returns, and coordinating physical recoveries.Schedule vehicles for service and repairs and coordinate with internal teams as needed.Ensure necessary information is captured in a timely and complete manner following accidents to enable driver charge and claims processes to happen efficiently and effectivelyIdentify recurring customer issues and escalate trends to leadership to improve customer experience and operational processes.Complete additional tasks assigned by your manager to support daily branch operations.What we look forCustomer service experience with strong communication skills.Strong customer-first mindset and comfort working directly with people all day.High attention to detail and ability to complete documentation accurately.Ability to manage multiple tasks and prioritize effectively.Patience and professionalism when handling escalations or difficult customer situations.Availability to work Monday–Friday as well as rotating weekends and holidays.Spanish proficiency is a plus.BenefitsPTO days401kMedical, dental, and vision contribution plansTeam lunches onsiteCompensation range: $50,000-$55,000 ($24 - $27 Hourly)*Offer amounts within our ranges are based on skills, experience, relevant education or training, and other job-related factors. At Sally, we believe in making thoughtful decisions around compensation to ensure the growth and development of our employees. We want you to grow with us as our company grows!Apply for this positionAutofill from resumeSave time by uploading your resume. (Only PDF or DOCX format supported)Upload filePersonal InformationFirst name*Last name*Email*Phone*🇺🇸+1LinkedIn URLAddress*No options availableProfileEducation*AddEducation #1RemoveInstitution*Add and select ""DisciplineNo options availableDegree*No options availableLocationNo options availableSummaryStart DateEnd DateExperience*AddExperience #1RemoveTitle*Company*Add and select ""IndustryNo options availableLocationNo options availableSummaryStart DateEnd DateResume*Drag and drop files or click to uploadSupported files: .pdf & .docx, up to 20 MBCover LetterDrag and drop files or click to uploadSupported files: .pdf & .docx, up to 20 MBADDITIONAL INFORMATIONWork Authorization*Are you legally authorized to work in the United States?YesNoActive Driver's License*Do you currently hold a valid driver’s license?YesNoEqual Opportunity EmployerHelp us be an equal opportunity employerYou are requested (but not required) to fill in the personal data below. This information is used solely for government reporting and will not influence our hiring decisions.Race or ethnicitySelect...GenderSelect...Self-identification of Veteran status(Completion is voluntary and will not subject you to adverse treatment)Drive Sally is a Government contractor subject to the Section 4212 of the Vietnam Era Veterans's Readjustment Assistance Act of 1974, as amended by the Jobs for Veterans Act of 2002, which requires Government contractors to take affirmative action to employ and advance in employment: (1) Disabled veterans - A veteran who served on active duty in the U.S. military and is entitled to disability compensation (or who but for the receipt of military retired pay would be entitled to disability compensation) under laws administered by the Secretary of Veterans Affairs, or was discharged or released from active duty because of a service-connected disability; (2) Recently separated veteran - A veteran separated during the three-year period beginning on the date of the veteran's discharge or release from active duty in the U.S military, ground, naval, or air service; (3) Active duty wartime or campaign badge veteran - A veteran who served on active duty in the U.S. military during a war, or in a campaign or expedition for which a campaign badge was authorized under the laws administered by the Department of Defense; (4) Armed forces service medal veteran - A veteran who, while serving on active duty in the U.S. military ground, naval, or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985 (61 Fed. Reg. 1209). If you believe that you belong to any of the categories of protected veterans, please indicate by making the appropriate selection.Veteran StatusSelect...PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.Drive Sally does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.Apply for this positionJob detailsApplication form