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About the Role
The Customer Relations Associate, Driver Concierge is responsible for driving new customer acquisition, increasing bookings, and strengthening customer retention through proactive outreach and personalized engagement with prospective, existing, and inactive drivers. This role requires a strong understanding of Sally’s products, policies, and operations to effectively communicate value, address questions, and overcome barriers. Success is measured by resolving customer needs quickly, maintaining high satisfaction, and adhering to company policies.
Responsibilities
- Proactively contact prospective customers via SMS, phone, and email to generate interest and convert leads into bookings.
- Guide prospective drivers through the booking process, answering questions and addressing concerns.
- Engage existing customers through targeted outreach, promotions, and retention initiatives.
- Reconnect with inactive and former customers to understand reasons for churn and encourage return.
- Develop a strong working knowledge of Sally’s products, pricing, policies, and operations.
- Track outreach efforts, customer interactions, and reservation outcomes accurately.
- Identify common objections and barriers to booking, sharing insights with leadership.
- Support broader Customer Relations activities, including responding to inquiries and resolving issues.
- Coordinate with internal teams when needed.
Requirements
- Customer service and/or concierge experience with strong communication skills.
- Strong problem-solving skills and sound independent judgment.
- Comfort diagnosing issues that automated tools couldn't resolve.
- Fast and accurate typing skills.
- A clear and consistent communication style.
- 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
- Communication skills
- Problem-solving
- Independent judgment
- Typing
- Customer service
- Attention to detail
Location
- Onsite
Work Type
- Full-Time
- Onsite
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.