Customer Relations Associate

Customer Relations Associate

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.

Role Overview

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. The Customer Relations Associate then owns that issue end-to-end: diagnosing what couldn't already be solved, drawing on working knowledge of how each of Sally's four markets operates, and resolving it directly or routing it to the right internal team. This is a fully onsite role based at Sally's facility in Long Island City.

This role supports sales, customer onboarding, and daily service needs while helping drivers seamlessly rent, return, and maintain their vehicles. The Customer Relations Associate combines strong customer service with disciplined execution of Sally policies and operational processes, plus the judgment to know when an issue needs to go to someone else.

Reports to: Director of Strategy and Operations

Employment Type: Full-Time

Compensation Type: Hourly

Expected Hours: 9am - 6pm (Onsite)

Success in this role means resolving customer needs quickly and accurately, maintaining high customer satisfaction, following company policies consistently, and rapidly adopting new processes and operational standards.

Key performance metrics include on-time task completion and operational error rate (documents, accounts, vehicle processes).

What you’ll do:

• 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.

What we look for:

• 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.

• Spanish proficiency is a plus.

Benefits

• PTO days

• 401k

• Medical, dental, and vision contribution plans

• Weekly team lunches onsite

Compensation range: $25 - $27 per hour

*Offer amounts within our ranges are based on skills, experience, relevant education or training, and other job-related factors. At Sally, we believe in making thoughtful decisions around compensation to ensure the growth and development of our employees. We want you to grow with us as our company grows!