Customer Care Associate
2 days ago
Richmond
Job DescriptionSalary: $21 Hourly About UZURV We believe mobility independence is for everyone. UZURV is a high growth national assisted community mobility and technology business. Weve been very successful growing the business with public transit agencies to improve ADA paratransit service across the country. Our first program was here in Richmond with GRTC and began in 2017, but weve grown and grown, now providing millions and millions of trips a year in 18+ states and working with 10 of the largest 20 public transit agencies in the country by their ADA paratransit ride volume. Its not by accident. Weve grown, because of the quality of our service. UZURVs riders and drivers rate the company extremely highly in satisfaction. We also save our clients often 30-50% on the cost of transportation for people with disabilities and older adults who need assistance. A Little Bit About the Role At UZURV, we are steadfast in our commitment to expanding access to safe, reliable, and dignified transportation for communities of health across the nation. As a rapidly growing technology company, we partner with healthcare organizations, municipalities, and other agencies to provide life-changing mobility experiences for riders who depend on consistent, compassionate service. As a Customer Care Associate, you will serve as the first point of contact for our riders and program partners, acting as both a problem-solver and advocate. Through inbound calls and case handling, youll take a proactive and investigative approachlistening carefully, identifying root causes, and ensuring that every concern is resolved efficiently and with empathy. Exceptional communication is essential in this role. Youll engage daily with a diverse range of stakeholders, including riders, drivers, and clientsrequiring professionalism, clarity, and collaboration in every interaction. This is more than a support positionits an opportunity to make a tangible impact in peoples lives and contribute directly to UZURVs mission of connecting individuals to care, independence, and opportunity through reliable transportation. We are Currently Hiring for the Following Shifts: • Tuesday Saturday | 8:00 AM 5:00 PM How You'll Make an Impact: • Act as a trusted escalation point for complex customer concerns originating from our call center, ensuring each situation is managed with care and accountability., • Deliver timely, professional support across multiple communication channels, including chat, email, Slack, and phonewhile representing the UZURV brand with empathy and precision., • Maintain thorough and accurate documentation of all customer interactions and case details within internal systems to support transparency, consistency, and compliance., • Investigate and resolve intricate customer issues by combining analytical thinking with empathy, ensuring riders and partners feel heard and supported., • Collaborate cross-functionally with internal teams to coordinate prompt, effective solutions that reinforce our commitment to safety, accessibility, and reliability., • Use internal tools to assist riders with trip-related questions and requests for additional information., • Leverage internal systems and tools to assist riders with trip inquiries, schedule updates, and requests for additional information, always striving for clarity and confidence in every exchange., • Assess and respond to issues in real time, maintaining composure and a solution-oriented mindset in high-pressure or time-sensitive situations., • Demonstrate adaptability and sound judgment in rapidly evolving circumstances, including managing and escalating urgent or emergency situations when required., • Communicate with professionalism and purpose across all platforms, fostering trust and collaboration among riders, drivers, and partners alike. What Youll Need to Have to Succeed: • 1+ years of experience in customer support, hospitality, or a high-volume contact center environment, with a proven record of delivering exceptional service., • Demonstrated empathy and emotional intelligence, with the ability to remain composed, compassionate, and professional in complex or high-stress situations., • Exceptional communication skills (written, verbal, and interpersonal) with an emphasis on clarity, active listening, and a warm, professional tone., • Solutions-focused and process-minded, with the judgment to follow established procedures while seeking opportunities to enhance the customer experience., • Proficiency with modern workplace tools, including Slack, Zendesk, and Google Workspace, and an aptitude for learning new systems in a fast-evolving environment., • Ability to work effectively in a remote setting, maintaining focus, confidentiality, and productivity within a private, distraction-free home office., • Reliable high-speed internet connection (minimum 100 Mbps download / 50 Mbps upload) to support consistent communication and system performance., • Successful completion of a background check is a prerequisite for employment., • Must be located within 1 hour of Richmond, VA to allow for occasional in-person collaboration, training, or team events., • Flexibility to support evening, weekend, and holiday operations when business needs arise Key Requirements for Internal Candidates: Schedule and Work Expectations • Flexibility to support evening, weekend, and holiday operations when business needs arise., • Willingness to participate in occasional in-office training sessions or meetings as required., • A minimum of six months of successful tenure as a UZURV associate, demonstrating consistent performance and reliability., • Deep familiarity with both program-specific and general UZURV Standard Operating Procedures (SOPs), with the ability to respond to questions with accuracy, confidence, and efficiency., • Proven history of professional, courteous, and effective communication over the phone and across multiple channels, including chat, email, and SMS., • Strong written communication skills with an emphasis on clarity, professionalism, and alignment with UZURVs tone of care and respect., • Demonstrated empathy, patience, and professionalism in all customer interactionsparticularly in moments that require compassion and discretion., • Excellent problem-solving abilities, with comfort navigating dynamic, fast-paced environments while maintaining a calm and solution-focused approach., • Highly organized and detail-oriented, with the ability to manage multiple priorities, meet deadlines, and maintain accuracy in documentation., • Proficiency with modern business tools and communication platforms, including Google Workspace, Slack, Zendesk, and NICE., • Commitment to upholding UZURVs mission of providing safe, reliable, and dignified transportation through every interaction and task. Reasons it Pays to Work at UZURV (besides the pay itself...) • UZURV employees understand we are building a company that is greatly needed to improve access to mobility for all of us, regardless of our disabilities, illnesses, or impacts of age. We get daily affirmation from our riders, drivers, and the transportation companies we work with about the innovation, value, and quality inherent in what we bring to market., • In addition to providing our employees with a safe and collaborative environment UZURV also offers:, • Competitive compensation, • 401(k) with company match, • Comprehensive healthcare benefits, • Generous PTO and paid holidays, • Training & Development courses, • A collaborative, team-based work environment, • A mission-driven culture where your work has real impact Come As You Are! • Dont meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every. single. qualification. At UZURV, we are dedicated to building a diverse, inclusive, and just workplace. If youre excited about this role but your experience doesnt align perfectly with 100% of the qualifications listed, we encourage you to still apply. Our hiring philosophy looks to weed people into our process, not out., • We are also committed to making our hiring process accessible and inclusive for all candidates. Throughout the interview process, we provide transparency into what to expect and include options to request accommodations. Interview invitations include details on how to request support such as captions, advance materials, or other accessibility needs., • If you require accommodations at any stage of the process, we encourage you to reach outwere happy to support you in a way that allows you to show up at your best. #LI-DNI