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Via // on-demand transit
New York    Posted: Thursday, August 13, 2020
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The Driver Experience Team serves as a direct bridge between the Via's brand & the people who actually deliver our services. As a Partner Support Specialist, youll be on the ground floor at this exciting company ensuring that our partner's drivers have a smooth interaction & experience.

We strive to create effortless experiences for everyone who reaches out to our team, & we serve as an advocate for our partners' drivers in an effort to drive changes to the overall Via's experience. You will make customers feel like they are receiving a world class education on our product suite; they will feel supported & loved throughout their correspondences with us. We bring the voice of the Via's brand to our drivers, & the voice of our drivers to the broader Via's team.

What You'll Do

  • You will serve as the front line, speaking with driver partners face-to-face, to help improve their first experience with Via or manage their accounts
  • Thrive in a fast-paced environment tackling an array of customer issues
  • Become an expert on our services & spread the love of Via everywhere
  • Deliver above-and-beyond customer service to our driver partners, finding new & interesting ways to make our customers smile
  • Notice even the smallest trends & pain points, then brainstorm ways in which we can create solutions to improve each customers experience
  • Coordinate with management to channel customer feedback to all areas of the business such as technology, marketing, design & product teams

Who You Are:

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

 Via is an equal opportunity employer.

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