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About the Role

The Customer Relations Associate is responsible for delivering fast, accurate, and professional support to Sally’s prospective and existing drivers across chat, SMS, phone, email, and in-person interactions. This role supports sales, customer onboarding, and daily service needs while helping drivers seamlessly rent, return, and maintain their vehicles.

Responsibilities

• Serve as first-line support for customer interactions via SMS, phone, email.
• Diagnose escalated issues using working knowledge of how each of Sally's four markets operates, resolving them directly when possible.
• Know when an issue is outside your own knowledge or authority, and route it to the correct internal team, Sales, Service and Repair, Payments, Claims, or others, quickly and accurately.
• Own each escalation end-to-end through resolution, keeping the driver informed at every step.
• Coordinate with Sales, Service and Repair, Payments, Claims, and other internal teams to ensure accurate and timely resolution of customer needs.
• Identify recurring customer issues and escalate trends to leadership to improve the customer relationship and operational processes.
• Support daily onsite branch operations, including front-office tasks and other responsibilities assigned by your manager.

Requirements

• Customer service experience with strong communication skills.
• Strong problem-solving skills and sound independent judgment, comfort diagnosing issues that a first attempt (including automated tools) couldn't resolve.
• Fast and accurate typing skills.
• A clear and consistent communication style that represents a best-in-class organization.
• Strong customer-first mindset and comfort working directly with others.
• High attention to detail and ability to complete documentation accurately.
• Patience and professionalism when handling escalations or difficult customer situations.

Skills

• Spanish proficiency is a plus.

Location

• Long Island City

Work Type

• Onsite
• Full-Time

Salary/Compensations

• $25 - $27 per hour

Benefits

• PTO days
• 401k
• Medical, dental, and vision contribution plans
• Weekly team lunches onsite

About the Company

• Sally’s mission is to be the most trusted vehicle and service provider for professional drivers.
• We operate a large fleet of vehicles across four metropolitan markets and lease vehicles 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.