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Safe Ride Support Specialist

HopSkipDrive

HopSkipDrive

Customer Service, Operations
Remote
Posted on Saturday, June 29, 2024

At HopSkipDrive, our goal is to create opportunity for all through mobility.

We’re a technology company that solves complex transportation challenges where there is a heightened need for safety, equity, and care. Through our marketplace, we connect kids, older adults, or anyone needing extra support to highly-vetted caregivers on wheels. Through our software and advisory services, we solve the biggest transportation challenges facing schools and school districts around the country.

Founded by three moms as a solution to their own transportation challenges, we’ve now completed more than 3.3 million rides and operate across over 13 states across the country. We continue to expand at a rapid pace, making the Inc. 5000 list four times, as well as the Deloitte 500 Fast-Growing Technology list. HopSkipDrive is a Series D company and has raised $100M in funding to date.

Who We Are

At HopSkipDrive, safety is everything. Our Safe Ride Support Specialists team closely monitors in-progress rides in a call-center environment. This role is responsible for handling incoming and outbound customer calls to address inquiries, provide information, and resolve issues promptly. This team moves quickly to help out our community of HopSkipDrive Clients, CareDrivers and Caregivers in the following ways:

  • Monitor and Support: Closely monitor in-progress rides and provide needed support for parents, riders, and CareDrivers; quickly respond to SMS messages about rides in progress.
  • Issue Resolution: Resolve issues during rides using creative solutions; recognize and resolve problems proactively.
  • Communication Management: Handle a high volume of calls to the Safe Ride Support phone queue; troubleshoot questions about our apps (iPhone and Android) and website.
  • Reporting and Logging: Recognize and report trends in issues and complaints to leadership; log phone calls and SMS conversations using our CRM (Kustomer).
  • Multitasking and Adaptability: Multitask with several apps and software programs; switch between tasks and duties quickly and easily.

Who You Are

You thrive in fast-paced environments, enjoy helping people, and excel at problem-solving. You're enthusiastic about providing answers and solutions when people have questions. You value teamwork and are comfortable working in a remote setting, using online tools for efficient communication.

  • Customer Service Experience: Over 1 year of experience in a high-volume call center environment.
  • Performance Metrics: Proven ability to meet or exceed performance indicators in a metrics-driven environment.
  • Team Collaboration: Strong collaboration skills, working closely with supervisors, managers, and other team members.
  • Technical Skills: Preferred experience with troubleshooting, Google Suite, and Macbook operations.

Our Investment In You

We want you to be an owner in our company and share in executing our vision, so every full-time employee has equity. In addition, we offer flexible vacation, medical, dental, vision and life insurance, 401(k), FSA, and an opportunity to work for a uniquely positioned, VC-backed company in a hugely attractive space with significant upside potential. HopSkipDrive is committed to fair and equitable compensation practices. The hourly range for this role in is $18-20/hour. This position is remote and, as such, compensation will ultimately be in line with the location in which the position is filled. Final compensation for this role will be determined by several factors such as a candidate’s relevant work experience, skill set, certifications, and specific work location. The total compensation package for this role also includes equity stock options.

HopSkipDrive is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected class.

* This role will be fully remote in one of the following states AZ, CA, CO, CT, DC, FL, GA, IL, IN, KS, MA, MD, MI, MN, MO, NC, NJ, NM, NV, NY, OH, OK, OR, SC, TN, TX, UT, VA, WA, WI**