Ithaca Carshare works to enhance community access to transportation while reducing its negative environmental and economic impacts by providing a membership-based carsharing service with over 1500 members and a fleet of 30 fuel-efficient vehicles. If you are a process-oriented person with strong interpersonal skills, we want to talk to you! We currently have a hybrid work environment, but the ideal candidate lives in or near Ithaca, NY with the option to work from an office, from home, or a hybrid. In-person tasks at the Ithacabased office or fleet locations are regularly necessary. This is a 30-35 hour/week position with the potential for growth.
Ithaca Carshare is a part of the Center for Community Transportation (CCT), which also includes Bike Walk Tompkins, Streets Alive!, and Backup Ride Home. The Center for Community Transportation is a certified Living Wage employer. We are committed to values of diversity, equity, inclusion, and anti-racism. We seek a reflection of our community’s diversity in our staff and membership.
Responsibilities
Primary Roles
● Manage Ithaca Carshare’s member services operations.
Primary responsibilities include:
o Supervise On-call Assistants and manage the 24/7 member-support schedule
o Manage the shared daily workflow of the member services team
o Manage member billing and collections
Shared roles
Weekday member services support
● Daily member services roles including prompt response to member emails and phone calls, processing new member applications, member account management, and problem ticket resolution.
● Assist members with issues that come up during bookings.
● Identify and handle basic hands-on vehicle issues such as jump starting a vehicle or changing a flat tire.
● Field questions about Ithaca Carshare’s service (and other local transportation services, as necessary).
● Handle occasional Backup Ride Home requests. After hours on-call: (occasional shifts to help cover for On-Call Assistants)
● Answer carshare member and Backup Ride phone calls on the 24-hour line between 5pm-9am weekdays and weekends. Other shared roles:
● Participate in miscellaneous office, field and outreach tasks as needed
● Interface with software and other vendors to ensure smooth technology experience for users
● Participate in planning, analysis, and decision making about Ithaca Carshare’s operations
● Recruit and manage member fleet care volunteers
● Maintain, update, and communicate CCT organizational policies and procedures
● Hire and train new staff
Desired Qualifications
● Growth mindset – open and eager to learn new skills
● Efficient and detail-oriented, with solid time and task management
● Thrives on process and procedure, driven by the prospect of a completed to-do list
● Excited about serving a cross-section of the Ithaca community
● Personable, with strong interpersonal communication skills, willing to step out of your comfort zone in respect of co-workers and community members. ● Comfortable with the flexible duties and schedule of a small but strong team
● Confident problem solver
● Reliable with minimal supervision
● Familiarity with basic car troubleshooting is helpful, but we can also train you on this. More important is a willingness to learn and get your hands a little dirty from time to time.
● Familiar with Ithaca and Cornell roads and excited about active and shared transportation modes
● Proficient using a smartphone, computers, and common office software tools
● Able to be both firm and flexible as appropriate with members, following procedures when available and thinking on your feet when not.
● Able to problem solve quickly while remaining and projecting calm
● Management and supervisory experience are a plus
● Resilient to being outdoors in all weather and doing physical tasks like changing a tire or shoveling snow
Please submit a resume, cover letter and two references as one pdf via email addressed to Jennifer Dotson at jobs@ithacacarshare.org with the subject line “Carshare Member Services Manager”. Applications will be accepted and reviewed on a rolling basis until a suitable candidate is found. We aim to fill this position by early September, 2022.