Job Summary
We're looking for a detail-oriented Customer Relations Associate to join our team. In this role, you'll serve as the primary point of contact for resolving customer concerns, investigating service tickets, and ensuring every client interaction reflects the high standards our luxury transportation brand is known for. The ideal candidate is detail-oriented, professional, and skilled at resolving issues while maintaining exceptional service standards. This is a great fit for someone calm under pressure, genuinely enjoys problem-solving, and takes pride in turning a frustrated customer into a loyal one.
What You'll Do
- Review and investigate incoming customer tickets related to billing, scheduling, driver conduct, vehicle condition, or service delays
- Communicate with customers via phone, email, and chat to gather details, clarify concerns, and provide resolutions
- Coordinate with dispatch, drivers, and operations teams to verify facts and identify root causes of complaints
- Document all interactions, findings, and resolutions accurately in our CRM/ticketing system
- Identify recurring issues and escalate patterns to management for process improvement
- Issue refunds, credits, or service adjustments within established guidelines
- Maintain a professional, empathetic, and solutions-focused tone in every interaction, even with upset or demanding clients
- Follow up with customers to confirm satisfaction after resolution
- Help maintain service standards consistent with a luxury brand experience
What We're Looking For
- 1+ years of experience in customer service, client relations, hospitality, or a similar role (luxury or premium service experience a plus)
- Strong written and verbal communication skills
- Excellent active listening and de-escalation skills
- Ability to multitask and manage a queue of open tickets with competing priorities
- Comfortable using CRM software, ticketing systems, and standard office tools
- High attention to detail and strong follow-through
- Discretion and professionalism when handling sensitive or high-profile clientele
- A calm, patient demeanor and genuine interest in helping people
Pay: $24.00 - $27.00 per hour
Benefits:
- 401(k)
- Health insurance
- Paid time off
Work Location: In person
