Customer Relations Associate

Customer Relations Associate, Driver Concierge

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, Driver Concierge is responsible for driving new customer acquisition, increasing bookings, and strengthening customer retention through proactive outreach and personalized engagement with Sally’s prospective, existing, and inactive drivers. This includes following up with leads, guiding and encouraging prospects through the booking process, promoting relevant offers, and reconnecting with former customers to generate renewed interest in Sally’s services.

The Customer Reservations Associate develops a strong working knowledge of Sally’s products, policies, booking processes, and operations across its markets to effectively communicate the value of Sally’s services, address customer questions, and overcome barriers to booking or continued rental. The role combines a reservations-oriented mindset with strong customer service skills and disciplined execution of Sally’s operational processes. 

Responsibilities overlap with broader Customer Relations activities, including supporting customers with general inquiries, resolving issues directly when possible, and coordinating with other internal teams when needed.

Reports to: Director of Strategy and Operations

Employment Type: Full-Time

Compensation Type: Hourly

Expected Hours: Business Hours (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

• Proactively contact prospective customers via SMS, phone, and email to generate interest in Sally’s services and convert leads into bookings.

• Guide prospective drivers through the booking process, answering questions, addressing concerns, and encouraging them to complete their reservations.

• Engage existing customers through targeted outreach, promotions, and other retention initiatives to strengthen relationships and encourage continued rentals.

• Reconnect with inactive and former customers to understand why they stopped renting, communicate relevant offers, and encourage them to return to Sally.

• Develop a strong working knowledge of Sally’s products, pricing, policies, and operations across all markets to confidently support customers and communicate the value of Sally’s services.

• Track outreach efforts, customer interactions, and reservations outcomes accurately to support follow-up activities and performance measurement.

• Identify common objections, barriers to booking, and opportunities to improve reservation conversion and customer retention, sharing insights with leadership.

• Support broader Customer Relations activities, including responding to customer inquiries, resolving routine issues, and coordinating with internal teams when needed.

What we look for

• Customer service and/or concierge 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!