Full-Time Member Services Associate - Toronto

We are excited to announce the opening of a Member Services Associate for Enterprise CarShare. The position provides a range of customer service functions to Enterprise CarShare members, administrative duties, new member acquisition projects & retention efforts. Most importantly, the Member Services Associate will be responsible for delivering excellent service to members and potential members via email, telephone and in person at the office store front. This is a Full Time position that is paying $21.00 / hour.

This position will be based at the Enterprise CarShare office which is located at 65 REGENT PARK BLVD UN6 TORONTO, ON M5A 0K7 and requires working in the office. Office culture/attire is business casual. Enterprise branded clothing can also be worn. Please note we do not provide parking on site, but there are paid parking garages and street parking in the area.

We offer:

• Paid time off
• Employee discount
• Retirement savings plan
• Extended Health Benefits (Medical, Prescription Drug, Dental and Vision)
• Life Insurance
• Training and development

The position will require flexibility on hours and will work approximately 40 hours per week (Occasionally with manager approval and business need up to 44 hours at busier times of year). This is a seven day per week operation, with staff in the office between 7:50am- 7:30pm (shift examples 8am-5pm or 10am-7pm with one hour off for lunch & two 15 minute scheduled breaks). Successful candidates will be required to work one weekend day (shift examples Sunday through Thursday or Tuesday through Saturday) and some holidays (Thanksgiving, Canada Day, Christmas and/or Boxing Day, etc.).

• Administrative duties include Data entry, Accounts Receivable, use of Micro Soft Excel, and resolving billing and other data reports (creating credits or assessing fees or fines where applicable).
• Provide direct customer service support to current and potential members via the telephone, email and occasionally in person utilizing the in-house reservation management system and our vehicle technology and our smartphone app.
• Providing members assistance with billing/invoice questions, live emergency assistance/support during their reservation, including but not limited to accidents, dead batteries, mechanical issues and vehicle features (how to), and locations. Note, much of our communication with members is through phone and email rather than in person.
• Assisting new members with showing their license and providing documents for underwriting and general overview of using the service.
• Educating potential members to the Features, Advantages, Benefits of being a CarShare member including reviewing driving habits/frequency ensuring the potential member chooses the right plan and damage protection.
• Managing workloads between Member Services administrative tasks, calls, emails, and applications.
• Seek to improve job performance through self-assessment, skill development, training, and goal setting
• Maintain a regular and reliable level of attendance and punctuality
• This is a seven day per week operation, with staff in the office between 7:50 am- 7:30 pm
• Successful candidates will be required to work one weekend day
• Successful candidates will be required to work some holidays
  • we half staff various holidays meaning that we need to evenly and fairly schedule a portion of the following as required per business/team needs: January 1, Family Day, Good Friday, Easter, Victoria Day, July 1, Civic Holiday, Labour Day, Thanksgiving, and December 25 & 26 th

Minimum Qualifications:

• Must be at least 18 years of age.
• Must be authorized to work in Canada and not require work authorization sponsorship by our company for this position now or in the future.
• Must have a valid Ontario G or G2 driver's license with no more than 2 moving violations and/or at-fault accidents on driving record in the past 3 years
• No drug or alcohol related conviction on driving record in the past 5 years
• Minimum High School diploma or G.E.D. required.
• Minimum one (1) year of customer service and administrative experience.
• Intermediate level of proficiency with Microsoft Office products (Excel, PowerPoint, Word & Outlook)
• Must be able to work from our office at 65 Regent Park Blvd.
• As most HOLIDAYS and some Sundays are worked at home: Must have secure and private home work area free from distractions and background noise. Have access to a modem/router ethernet port for our phone system.
• The position will require flexibility on hours and will work approximately 40 hours per week (Occasionally with manager approval and business need up to 44 hours at busier times of year)
• This is a seven day per week operation, with staff in the office between 7:50am- 7:30pm (shift examples 8am-5pm or 10am-7pm with one hour off for lunch & two 15 minute scheduled breaks). Successful candidates will be required to work one weekend day (shift examples Sunday through Thursday or Tuesday through Saturday) and some holidays (Thanksgiving, Canada Day, Christmas and/or Boxing Day, etc.).

Driving experience preferred but not required, please note this position involves explaining features of different vehicles and problem solving different vehicle issues with members (how to release parking brake, turn on wiper blades, etc.)

Competency Based Qualifications:

• A proactive mindset with a focus on problem-solving and member satisfaction
• Technical proficiency with data entry and analyzing account activity (such as reviewing charges and payments)
• Excellent time management, communication, and interpersonal skills
• Ability to multitask and stay organized in a fast-paced environment
• Strong critical thinking abilities, and a keen attention to detail
• Solid work ethic, adaptability, and a can-do attitude
• Solid analytical, problem solving and research skills
• Ability to learn and utilize new software systems
• Strong time management and organizational skills
• Exceptional communication skills both verbal and written