Partner Support Specialist (part-time)
You will have the amazing opportunity to interact with one of Via's main customers: driver-partners! You'll serve as the front line, speaking with driver-partners face-to-face, over the phone and through email/SMS to help improve their first experience with Via or manage their accounts. You'll become an expert on the Via software and book rides for passengers, serving as the first point of contact and helping hand for riders. You'll thrive in a fast-paced environment tackling an array of customer issues, deliver above-and-beyond customer service, and find new and interesting ways to make customers smile. You'll notice trends and pain points, brainstorm solutions, and coordinate with management to channel customer feedback to other areas of the business such as technology, marketing, design, and product teams. Please note this is a part-time opportunity at about 20 hours per week.
Responsibilities
- Serve as the front line, speaking with driver-partners face-to-face, over the phone and through email/SMS to help improve their first experience with Via or manage their accounts
- Become an expert on Via software and book rides for passengers, serving as the first point of contact and helping hand for riders
- Thrive in a fast-paced environment tackling an array of customer issues
- Deliver above-and-beyond customer service to driver-partners, finding new and interesting ways to make customers smile
- Notice trends and pain points, then brainstorm ways to improve each customer's experience
- Coordinate with management to channel customer feedback to all areas of the business such as technology, marketing, design, and product teams
Requirements
- Clear communicator with excellent reading comprehension and writing skills
- Excellent computer and technical skills, including experience with Microsoft Office, the Google Suite, previous CRM tools like Salesforce a plus
- Strong listening skills and a great conversationalist
- A well-rounded team player who takes ownership of and pride in their work
- A strong work ethic and an entrepreneurial spirit
- Dynamic; willing to wear multiple hats and work on projects of all types
- Takes initiative to solve problems and get the job done
- Empathy and the ability to put themselves in the customer's shoes
- Ability to work Tuesdays and Fridays 5p - 10p; and Saturdays