Member Support and Billing Manager

Full Time – Boulder, Colorado

September 6, 2016

eGo CarShare is seeking a passionate and highly motivated Member Support and Billing Manager to join our small nonprofit team. This position will primarily work from our office in downtown Boulder, CO with the opportunity to occasionally work at our shared office space in Lodo (Denver). This is a full-time position. Hours are Monday-Friday, 9am-5pm.

The Member Support and Billing Manager position is the hub of our operations and represents the “face and voice” of our organization to the majority of our 2,000+ members. As such this is a key position in our organization and requires outstanding customer service skills, as well as a very wide range of operational knowledge and competency. The ideal candidate will be equally comfortable with, and will enjoy, troubleshooting timely operational issues with members as he/she is with doing more routine duties such as processing applications and responding to a wide array of e-mail inquiries. This is typically a very dynamic job which requires the ability to quickly prioritize and shift focus as needed. Attention to detail and follow-up is also essential.

RESPONSIBILITIES

Primary responsibilities include:

  • Members Support – includes providing outstanding support to our members, answering our main phone line, processing new member applications, responding to general e-mail inquiries, troubleshooting operational and reservation issues with members, educating members about our policies and fees, member account maintenance, etc.
  • Billing Manager – includes daily carshare billing activities, preparing and e-mailing out monthly member statements, answering members’ billing questions via phone and e-mail, managing member accounts receivable, assisting with accounts payable

Additional duties may include:

  • After Hours Member Support – option for on-call shifts in evenings and weekends
  • Fleet Assistance – help with fleet duties as needed – including assisting with filing insurance claims, scheduling maintenance appointments, helping with basic maintenance needs on-site (moving a car to a different parking space, jumping a car, etc.)
  • Various Marketing / Outreach tasks
  • Other duties and responsibilities as assigned and needed

 

QUALIFICATIONS

Required:

  • Minimum of three years of office administration experience
  • Minimum of two years of customer service or operational management experience
  • Excellent customer service skills
  • Excellent oral and written communication skills
  • Exceptional computer skills, including proficiency in Microsoft Office (particularly Word and Excel), Gmail and Google docs; eagerness to learn new software applications
  • Enjoy working in a small, dynamic, often fast-paced, office environment with minimal supervision
  • Enjoy working independently the majority of the time; very self-directed
  • Ability to handle and prioritize multiple requests and deadlines in a calm and focused manner; comfortable with task deferment as needed to accommodate changing work demands throughout the day
  • Keen attention to detail and follow-through without losing sight of the big picture
  • Strong organizational skills
  • Strong analytical and problem solving skills; enjoys looking for ways to improve systems and workflow
  • Strong aptitude and comfort with troubleshooting general vehicle operational details
  • Strong interpersonal skills and professional maturity in interacting with carshare members, co-workers, Board members, and vendors
  • Proactive and self-motivated, but also an excellent team player – always willing to help out with any task at hand with a positive attitude
  • Demonstrated initiative and reliability
  • Good sense of humor
  • Incorporates sustainability practices into daily lifestyle

Preferred:

  • Experience working at a small nonprofit organization or similar office environment
  • Knowledge of carsharing industry and Transportation Demand Management (TDM) practices
  • Passionate about eGo CarShare’s mission to provide and promote alternatives to individual car ownership, thereby reducing the environmental and social impacts associated with motor vehicle use.
  • Avid bike or transit commuter, working knowledge of public transit system in both Boulder and Denver; you do NOT need to own a car
  • Proficiency in Spanish

Necessary Special Requirements:

  • Valid driver’s license and clean driving record

COMPENSATION & BENEFITS

  • Starting Salary: $27,000-$30,000 depending on experience; additional compensation available for on-call shifts (optional)
  • Free eGo CarShare membership and discounted usage fees
  • RTD Eco Pass (transit pass)
  • $220/month toward health insurance
  • Paid vacation, sick time, holidays
  • Employer matched retirement plan
  • $250/year for professional development

eGo CarShare is an equal opportunity employer and does not discriminate based on sex, race,  religion, sexual orientation, gender identity, age, disability, or anything else.

TO APPLY

The position is open immediately, until filled. Interviews will be held on a rolling basis. Send cover letter and resume to jobs@carshare.org and include both the job title and your full name in the subject line. Incomplete applications will not be accepted. Only applicants selected for interviews will be contacted. No phone calls please.

 

In addition to your resume and cover letter, please also briefly answer the questions below in one page or less.

Application Questions:

1) What do you know about carsharing, and what impact do you believe it has on the community and environment?

2) Briefly explain what you did at your last 2 jobs and also why you left them.

3) Give us an example of a time you’ve gone the extra mile for both a customer and an employer.

4) When would you be available to start?

 

ABOUT EGO CARSHARE

eGo CarShare is a local 501(c)(3) nonprofit carsharing organization serving the Denver-Boulder metro area. eGo CarShare is a local, affordable, sustainable, and innovative organization, committed to serving and improving our community. Our mission is to provide and promote alternatives to individual car ownership, thereby reducing the environmental and social impacts associated with motor vehicle use. Every car in our fleet replaces 9-13 privately owned vehicles. In 2014, eGo CarShare was recognized by Colorado Biz with the Inaugural Green Colorado Award. Visit our website at carshare.org for more information about our organization.

Engage_web_settings_Account_StatementWe hope you are enjoying our new system, particularly the enhanced mobile web site. If you haven’t already done so, we encourage you to review the various software tutorials we have posted recently on our blog.

Please familiarize yourself with the new billing process by logging into your account.

Once you are logged in, please click this link to see your current “Account Statement” to view current activity in August.  You may also click this link to see invoices from July 2016

We use a new real-time-billing (RTB) system to calculate the charges on your statement:

  • The full cost of each trip (including actual mileage plus any additional fees and credits) should be charged to your payment card on file about 2-5 days after the end of each reservation.
  • You can see the costs associated with each trip and the date of individual payment charges during the current month in the Account Statement screen.
  • Toward the top of the Account Statement screen is an amount listed as “Processed Transactions Amount.” This represents the cost of all your recent trips for which we have received (‘processed’) billing data from your vehicle booking. Anytime this amount is more than $1 you can expect this amount to be charged to your card the next day.
  • Occasionally you will see that some of your trip charges will be bundled together, as we don’t always get usage data needed for billing back from each car every day.

If you were charged for multiple trips on July 28th or August 8th:

  • It took us a few days to get everything set-up in our new system and to transfer over all the account data from our old system, hence we couldn’t process most automated charges between 7/21-7/27, so they were processed on 7/28.
  • There was another batch of trip charges from 7/29-8/7 that got bundled together and processed on 8/8.
  • Going forward trip charges should be processed on a near daily basis, but occasionally you will see that some of your trip charges will be bundled together since we don’t always get usage data back from each car every day.

The last several weeks were very busy for us and our small staff worked long hours to make operations go as smoothly as possible. We greatly appreciate your patience during this big transition.

 

Please Review your Account Details in our New Reservation System

In addition to verifying your account information online, there are a few extra steps required for certain accounts to get started.  There are also several customization features available to all accounts which make vehicle reservations even easier.

Please click here to review our Account Settings manual.

Once your details are updated, click here to login for vehicle bookings.

Engage_mobile_site_login

On July 20, 2016 we also launched a new mobile Reservation / Booking System!

Over the next few weeks we’ll be posting tutorials and helpful tips about both desktop & mobile versions of our new system.  We recommend using a desktop PC or Mac to verify your account information online.  If you need help getting started, please review the tutorial on our previous blog posting.

Click here to view our tutorial about How to Make a New Booking with the Mobile Website.

Once you feel ready to try it out, click here to login to the new system.

 

On July 20, 2016 we switched to a new and improved carshare Reservation / Booking System!

Over the next few weeks we’ll be posting a variety of tutorials and helpful tips about how to use our new software. Please also feel free to contact us with questions and feedback. Click here to view our tutorial about How to Make a New Booking (Reservation).

Existing members, click here to login to the new system.

A few helpful login tips:

If you joined eGo CarShare before July 20, 2016, please login as follows:

INDIVIDUAL Member? –> Login using your usual Member ID # and Password.

HOUSEHOLD or Organizational Member? —> Your login has changed slightly.

  • If you are the first Driver on your account login with a :01 after your Member Number (e.g. 1234:01).
  • If you are the second, or third, etc. Driver, and your login used to be formatted like 1234-2, now use 1234:02, 1234:03 and so on.

If you can’t get logged in using your Member ID #, try your e-mail address instead (in conjunction with your usual carshare password).

If you still can’t get in:

  1. Try using the Reset link on the login page (https://reservations.carshare.org), or
  2. Call our office at (303) 720-1185 or e-mail us at [email protected]

EngageMobileSitePhotoWe are transitioning software providers in July and this means our reservation system will look different, as will the monthly invoices you receive. We are confident that our new system will offer our members a much better user interface and mobile site experience.

We are happy to announce that once we are on the new system you will be billed for your total/actual trip cost a few days after your reservation, instead of the estimated trip cost as initially billed in our current system.

We will be communicating further updates with you in July and August. We ask for your patience in July as our small staff makes this very big transition. Rest assured you will still be able to access the cars and reach our dedicated staff if you experience any issues. As always, feel free to call us at 303.720.1185 if you have any questions.

We're Hiring Banner

 

eGo CarShare is hiring a full-time Marketing Manager! 

eGo CarShare is seeking a passionate Marketing Manager to join our small nonprofit team. This 40 hour a week position will be based in our Boulder office, but will require occasional work in Denver as well. The Marketing Manager will be responsible for leading the organization’s marketing, communications, and partner relations initiatives including promoting brand awareness, program understanding, competitive positioning, building market share, creating effective internal and external communications and building upon existing and new partnerships in both Boulder and Denver.

RESPONSIBILITIES

  • Plan and implement key marketing objectives and dissemination of core messaging with an eye towards increasing membership in targeted areas.
  • Manage partner program to foster and grow eGo CarShare partnerships.
  • Lead member communications program. Write and edit copy for website, publications and press releases, including monthly e-newsletter.
  • Manage marketing processes including editorial calendar, marketing databases, internal/team communications and program evaluation/measurement.
  • Coordinate all internal and external events, including tabling and volunteer management.
  • Manage eGo’s online program including website and Google Analytics. Manage and expand Google AdWords and AdWords Express. Manage social media platforms.
  • Create targeted advertising campaigns.
  • Coordinate and/or produce all graphic design needs.
  • Provide member support over the phone – including occasional after hours and weekend on call shifts.
  • Oversee sponsorship program with assistance from the Executive Director.
  • Nurture an environment of fun, creativity, and sharing.
  • Other duties and responsibilities as assigned and needed.

QUALIFICATIONS

Required:

  • Experience in marketing, volunteer management, event coordination and outreach.
  • Strong project, organization, and time management skills.
  • Partner and relationship management experience with the ability and desire to interact with members, co-workers, board members, partners, media and general public with professional maturity and courtesy.
  • Proficiency in Adobe Creative Suite and WordPress.
  • Ability to create and execute an effective social media and communications plan.
  • Proficiency in Google AdWords and Google Analytics.
  • Experience making difficult business decisions backed up by data analysis and well thought-out reasoning.
  • Comfortable working in a small, dynamic, often fast-paced environment with minimal supervision.
  • Excellent team player – always willing to help out with any task at hand with a positive attitude.
  • Proficiency in Microsoft Office; eagerness to learn new software applications.

Preferred:

  • Knowledge of Transportation Demand Management (TDM) practices.
  • Demonstrated graphic design skills.
  • Knowledge of local marketing opportunities.
  • Incorporates sustainability practices into daily lifestyle.
  • Passionate about eGo CarShare’s mission to provide and promote alternatives to individual car ownership, thereby reducing the environmental and social impacts associated with motor vehicle use.
  • Desire to grow in the position and take on additional responsibilities as time allows.
  • Experience with photography and/or videography.

 

COMPENSATION & BENEFITS

  • $27,000-$32,000 depending on experience; potential for performance based increase after 6 months
  • Free eGo CarShare membership and discounted usage fees
  • Employer-paid RTD Eco Pass bus pass
  • $220/month toward health insurance
  • Paid vacation, sick time, holidays
  • Employer matched retirement plan
  • $250/year for professional development

eGo CarShare is an equal opportunity employer and does not discriminate based on sex, race,  religion, sexual orientation, gender identity, age, disability, or anything else.

 

TO APPLY

The position is open immediately, until filled. Interviews will be held on a rolling basis. Send cover letter and resume to jobs@carshare.org and include both the job title and your full name in the subject line. Incomplete applications will not be accepted. Only applicants selected for interviews will be contacted. No phone calls please.

 

ABOUT EGO CARSHARE

eGo CarShare is a local 501(c)(3) nonprofit carsharing organization serving the Denver-Boulder metro area. eGo CarShare is a local, affordable, sustainable, and innovative organization, committed to serving and improving our community. Our mission is to provide and promote alternatives to individual car ownership, thereby reducing the environmental and social impacts associated with motor vehicle use. Every car in our fleet replaces 9-13 privately owned vehicles. In 2014, eGo CarShare was recognized by Colorado Biz with the Inaugural Green Colorado Award. Visit our website at carshare.org for more information about our organization.

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Denver has an increasing amount of options when it comes to getting around, from carsharing and ridesharing to light rail and biking. While there have never been more options, eGo CarShare, as a nonprofit carsharing organization, is unique in what it can offer.

One challenge to shared mobility that eGo can help tackle is the goal of equity and access for all. Being a nonprofit means that we not only run a full scale carsharing service with 50+ cars, but we also receive grants to do things like bring carsharing to areas which might not be particularly profitable. For example, eGo CarShare was awarded a Congestion Mitigation and Air Quality (CMAQ) grant through the Denver Regional Council of Governments (DRCOG) for 2014-2015 to create “Multi-modal Toolkits” for residents in various affordable housing neighborhoods in Boulder and Denver. Partial matching funding was provided by Mile High Connects and The Denver Foundation. eGo partnered with Boulder Housing Partners (BHP), Denver HousingAuthority (DHA) and Habitat for Humanity of Metro Denver (HFHMD) to provide select households with significantly subsidized monthly transit passes, free carshare memberships with discounted usage rates, free or discounted B-cycle memberships and/or access to pool bikes, and education about the multi-modal transportation options available to them. These public-private partnerships make it possible for us to provide not just carsharing but also greater mobility options to low-income areas.

eGoBcyclesite
Denver has made it possible to increase the visibility of all carshare services through its progressive on-street parking policies. These regulations have allowed us (and other carsharing services) to have designated on-street parking spaces, reserved specifically for our cars, something which does not exist in all cities. Having designated spaces on-street builds awareness of carsharing and therefore increases the number of people who use carsharing, because they see how convenient it can be and how easy cars are to access. Round-trip carsharing also helps to significantly ease parking demands as studies show each round-trip carsharing car replaces 9 -13 personally owned vehicles. This is because carshare members rely on a shared car rather than have their own or are able to get rid of a second vehicle while maintaining flexibility. Thus as vehicle ownership decreases, less space is needed for parking.

 

Participating in shared mobility is becoming an ever more viable option for people in Denver and beyond. eGo CarShare has over 50 locations in Denver, Boulder and Longmont and we hope to eventually expand to other surroundings communities, though population density to support carsharing and the relative newness of the carsharing concept can be challenging in new areas. eGo CarShare only requires two years of driving history and a valid license (which does not have to be in-state or even from the US) to apply for membership, making it a great option for college students, people visiting from other countries or others who wan a vehicle occasionally to get around. With no annual fees and carsharing rates starting at just $4.50/hour + $0.33/mile, including gas and insurance, sharing a car with eGo can also save a lot of money! AAA estimates in its 2015 study that it costs $7,606 a year to own your own car – you can afford to regularly use a LOT of other mobility options for well under $633/month without losing your flexibility and freedom and you’ll never have to deal with the hassles of car ownership.

 

Round-trip carsharing is meant to complement, rather than compete with, other mobility services like transit and bikeshare, creating even more transportation options as carshare locations expand around the city and beyond. Fewer cars on the road means less congestion, less emissions, improved environmental quality and better quality of life for communities – all goals eGo works toward as a local nonprofit.

 

We recently expanded our service area to include two locations in Longmont: a designated space at the lot at 6th and Coffman, approved by Longmont City Council January 26th, 2016 and another at Casa de la Esperanza at 1520 South Emery Street!

LongmontMap

The Longmont expansion is part of a grant program to give better access to transportation options for low-income residents. This pilot project is a joint effort between eGo CarShare and Boulder County to create more awareness of transportation options and to increase resident mobility. The discounted program currently runs through December 2016, with hopes that there will be enough interest to stay in Longmont for the long term. Boulder County Housing Authority (BCHA) residents and Longmont Housing Authority (LHA) residents in Longmont receive free eGo memberships and significantly discounted rates. eGo CarShare is also waiving the application fee for the first 25 members of the general public who join using promo code LongmontFree! As always with eGo’s service, gas and insurance are included in every reservation.

 

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eGo CarShare is committed to providing an affordable transportation option to as many local residents as possible while reducing the environmental and social impacts of personal car ownership. Research has shown that after joining a roundtrip carshare service like eGo, members walk 40% more, ride public transit 34% more, bike 18% more, and reduce their Vehicle Miles Traveled (VMT) by over 40%. Studies also show that every roundtrip carsharing vehicle on the road replaces 9 to 13 personal vehicles, encouraging members to either sell their car or avoid purchasing a new vehicle and freeing up parking in congested areas.

“We’re thrilled to be able to expand our network of vehicles to Longmont and bring new multimodal options to residents there. We feel that carsharing can bring great benefits to the community of Longmont, particularly for underserved populations,” said eGo CarShare’s Director, Karen Worminghaus.

Access to carsharing for the greater Longmont community will integrate effectively with Boulder County’s RideFree Longmont program, which allows all of Longmont’s local buses to be free for anyone to use. The Longmont carshare locations broaden our existing system of 32 vehicles in Boulder and 20 vehicles in Denver, all of which can be accessed via our 24/7 pay-as-you-drive system.

unnamedThanks to twenty three generous donors, we raised $2,337 on Colorado Gives Day to help low-income people gain access to much needed transportation through the NECO pass program!

These funds will be put to work in our 2015 Affordable Housing Transportation Toolkit program by supporting the Neighborhood Eco (NECO) Pass component. We will apply your donation to the neighborhood you specified (Red Oak Park in Boulder or Mariposa in Denver), or to the area with the greatest need if you did not specify a location preference.

Donations can still be made throughout the year via the Colorado Gives web site, and the sooner we can raise the matching funds the sooner we can renew the NECO Pass contracts for these neighborhoods so that residents do not have a lapse in coverage.

Affordable Housing Transportation Toolkit

These funds make a HUGE different in people’s lives. A NECO pass can help some get to work, a much needed doctor’s appointment, a child’s activity or to a loved one’s house.
The recipients themselves say it best:

“This is a beautiful gift! Thank you so much for making it possible. Last month my car broke down and I was able to get to work and my children were able to catch the bus to school and this gift made it all painless and simple to adjust.”

– NECO Pass/Multi-modal Toolkit recipient

“This bus pass has played a huge role in making it possible for me to be more mobile. Next week, I will make my first ever trip to DIA with it. Additionally, the Multi-modal Toolkit through eGo CarShare changed my life. I am finally able to attend to my errands and needs at my own speed. This has a profound effect on the day-to-day quality of my life. Thank you.”


– NECO Pass/Multi-modal Toolkit recipient
Thank you again to all who donated!