Member Care Team Agent
We have an opportunity for an Agent role to join our Member Care Team.
As a Member Care Team Agent, you will leverage your strong customer service and communication skills, along with your previous experience in a contact center, to provide an exceptional experience for our members. Using multiple channels, including phone, email, and other platforms, you will handle a wide range of inquiries such as onboarding new members, guiding them through carsharing bookings, addressing invoicing and billing inquiries, and helping with account closures. As the first point of contact, and part of this supportive and talented team, you will resolve members’ concerns with care and expertise. This key role will contribute directly to the continued success of both the team and our co-op.
If this sounds like, we want to hear from you!
This position is part of a unionized team under Unifor Local 3000, offering fixed hourly wages starting at $23.45/hour. The role follows a shift-based schedule and is a permanent, full-time position, with the flexibility to work remotely.
Although this is a remote-first position, agents located in the Lower Mainland have the option to work from our downtown Vancouver office if preferred.
This shift is to work from 1:00PM to 9 PM, including weekends (bothSaturdays and Sundays), ensuring coverage during key times for our members.
Salary: $23.45 per hour.
What You Will Do
- Respond to inbound inquiries from our members, promptly troubleshooting and resolving issues to deliver an excellent customer experience.
- Collaborate with internal teams, including Fleet Operations (the team taking care of our car fleet), to fulfill ongoing requests and maintain seamless service.
- Manage and update accounts details in Modo's proprietary system, Engage, safeguarding the accuracy of all member information.
- Provide comprehensive support by providing relevant information, assisting members with bookings, addressing billing concerns, and responding to other inquiries.
- Manage and prioritize service tickets based on urgency, coordinating with team members for timely resolution.
- Handle routine service tickets efficiently, addressing member concerns promptly.
- Report any additional issues requiring attention through internal communication channels to drive swift action and follow-up.
What We Are Looking For
- A minimum of 12 months of experience working in a similar role in a contact centre.
- Exceptional customer service and problem-solving skills.
- Excellent communication skills—verbal and written—with the ability to build positive relationships.
- Ability to remain professional and respectful at all times.
- Solid organizational and time management skills, with the capability to prioritize and manage multiple tasks effectively.
- Excellent collaborative skills, with a positive, team-oriented attitude.
- Experience working with various web-based applications and CRMs.
- Good and accurate data-entry skills and attention to detail.
- Inquisitive and open-minded approach.
Bonus Points If You:
- Have a good sense of humour.
- Have general knowledge of cars and use of Google Maps.
- Have a strong interest in co-op environments, carsharing, or social purpose organizations.
What You Will Get
About Modo
Modo is a leader in the ever-changing shared mobility space, and our brand is well-recognized and respected. Our employees share a passion for social impact; it’s what draws us together to do our best.
We and our members live and work on these lands, and our cars move across them. We appreciate and respect the long-standing tradition of Indigenous Peoples in caring for the land. We recognize the harm caused to the environment – land, air, and water – through the use of vehicles and commit to reducing that harm as a core part of our Purpose.
Join the team
If you don’t see yourself fully reflected in every job requirement listed for this job, we still encourage you to apply. We are committed to creating a more equitable, inclusive and diverse organization and we welcome applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientations, sexual identification, and life experiences.
Sometimes emergencies happen and you may need to reschedule an interview. We understand. Please let us know without worrying about losing the opportunity or your credibility.
If you require accommodation in completing any pre-employment assessments or applications, interviewing, or otherwise participating in the recruitment process, please email marika.deutsch@modo.coop
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