Safe Ride Support Specialist at HopSkipDrive

Who you are

You are looking for a challenging and rewarding experience. You are inspired by our vision and the opportunity to define a new category in an incredibly fast-growing market. You are excited to learn, grow and collaborate so we can achieve our mission of creating opportunity for all through mobility.

At HopSkipDrive, we know that challenges require different approaches, unique perspectives and new ways of thinking.  We are building a team of creative problem-solvers from many different backgrounds.

Your role:

HopSkipDrive Safe Ride Support Specialist will closely monitor in - progress rides in a call-center environment.  The Safe Ride Support Specialist is responsible for handling incoming and outbound customer calls to address inquiries, provide information, and resolve issues in a timely manner.

What You'll Do:

• Closely monitor in-progress rides and provide any needed support for parents, riders and CareDrivers
• Resolve any issues that may come up during a ride- even if that means a creative out of the box solution
• Be able to recognize and resolve problems before they arise
• Handle a high volume of calls to the Safe Ride Support phone queue
• Send and quickly respond to SMS messages about rides in progress
• Troubleshoot questions about our apps (iPhone and Android) and website
• Recognize and report to leadership trends in issues and complaints 
• Use our CRM (Kustomer)  to log phone calls and SMS conversations
• Multitask with several apps and software programs to handle daily tasks
• Be able to switch between tasks and duties with speed and ease
• Maintain adherence to all personal and department goals surrounding performance
• Must be able to work early mornings, late nights, and/or weekends
• Prior high-volume call center experience required
• Comfortable using a Macbook across multiple systems and platforms
• We have both Part-Time positions (Monday-Friday 1:00pm-5:00pm OR 1:30pm-5:30pm pacific standard time) and Full-Time positions open.

What you'll need:

• 1+ years customer service experience in a call center high volume environment 
• Performance metrics environment experience meeting or exceeding indicators
• Collaborating with team members, working closely with supervisors, managers and other team members 
• Troubleshooting, Google suite and Macbook experience is highly preferred 

** This role will be fully remote from a state we are an employer in AZ, CA, CO, DC, FL, IL, KS, MD, WI, OK, UT, TN, NC, SC, NV, NJ, NY, OR, TN, TX, VA, WA, MO, MI

What you will get

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, for full time employees 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 salary range for this role is $18.00hr -$20.00hr. This 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 for full-time employees.