Driver Operations Specialist

Job Description

Via is seeking a Driver Operations Specialist to ensure driver partners have a smooth experience. This is a remote position. The Driver Operations Team serves as a direct bridge between Via's brand and the people who deliver their services. The specialist will strive to create effortless experiences for everyone who reaches out to the team and advocate for the partners' drivers to drive changes to the overall Via's experience.

What the role involves:

• Serving as the front line, speaking with driver partners to help improve their first experience with Via or manage their accounts
• Thriving in a fast-paced environment tackling an array of customer issues
• Becoming an expert on our services and spread the love of Via everywhere
• Delivering above-and-beyond customer service to our driver partners, finding new and interesting ways to make our customers smile
• Noticing even the smallest trends and pain points, then brainstorm ways in which we can create solutions to improve each customer’s experience
• Coordinating with management to channel customer feedback to all areas of the business such as technology, marketing, design and product teams
• Learning our tools & product inside and out- while supporting other teams

Requirements:

• Clear communicator with excellent reading comprehension and writing skills
• Excellent computer and technical skills, including experience with Microsoft Office, the Google Suite, Slack, previous CRM tools like Salesforce a plus
• Great listener and conversationalist
• A well-rounded team player who takes ownership of (and pride in) your work
• Someone with a strong work ethic and an entrepreneurial spirit
• Dynamic; willing to wear multiple hats and work on projects of all types
• You take initiative to solve problems and get the job done
• Empathetic and the able to put yourself in the customer's shoes
• Able to work 10:00AM-6:30PM EST, open to weekends

What Via offers:

• A chance to work remotely