Company Overview:

We're Zipcar, the world's largest car-sharing company, and we're 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. Zipcar members in cities across the globe are making the decision to live car free and enjoy the convenience, savings, and environmental benefits of having "wheels when you want them."

As we continue to grow, we're looking for talented, passionate people with great ideas to join the family in our Bracknell office. We aim to create an environment that is as supportive, diverse, and fun as our brand. If you're results-oriented, dedicated, and ready to contribute to an unparalleled experience for our community of forward-thinking members, we encourage you to apply.

Role Overview:

As part of the in-house Member Services team, you will be responsible for delivering an exceptional service to our members within the violations department. You'll offer support to our out-sourced call centre, monitor quality as well as deal with a wide range of in-house tasks. We deliberately staff our member services team with high calibre individuals who we empower to deal with issues rather than just logging them for escalation to another team. Member Services is the core of our business, and we want people capable of progressing within our UK and European teams.

Responsibilities:

Responsibilities include but are not limited to the following:

• Responsible for all high-skill Member Services tasks to both protect our business and deliver an exceptional service to our members ensuring a high level or member satisfaction and loyalty
• Deliver operational support to the call centre for all Member Services processes and procedures
• Provide subject matter expertise for the call centre on all products, and develop a specialty in one or more representative skill area
• Be a third and final tier point of contact for the call centre to handle and resolve escalated member inquiries of heightened sensitivity or complexity
• Execute Quality Assurance programs, audit and monitor out-sourced agent performance based on call calibrations to ensure best in class member experience
• Monitor, interpret and utilize personal control numerous simultaneous tasks in tandem
• Partner with cross-functional teams and markets to improve the member experience
• Ability to branch out beyond scope of local market to participate in global SOP, policy, and member communication review
• Interpret and utilize personal and performance metrics for ongoing productivity and efficiency
• Ability to act as subject matter expert on Member Services Violations workflows and toolset
• Specific project work as needed to support Member Services initiatives