Operations Associate

Job Description

Job Description

Salary: $20 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

As an Operations Associate, you will be responsible for coordinating and overseeing the performance of our driver networks, ensuring that riders are picked up safely and on-time. To be successful in the role, you should be highly organized, able to think on your feet and ready to address challenging situations head on. You must be able to quickly triage issues and identify solutions in a continuously evolving environment.

It is also critical that the Operations Associate has excellent communication skills, as clear communication and coordination across a diverse set of stakeholders (e.g., riders, drivers & clients) is a core job responsibility. You will have the opportunity to play a key role in the growth of our business, delivering life changing service to riders every day.

Upcoming Hiring Classes:

• July 20th
• August 17th

We are Currently Hiring for the Following Shifts:

• Wednesday to Sunday, 2:00 PM - 11:00 PM
• Thursday to Monday, 1:00 PM - 10:00 PM
• Thursday to Monday, 2:00 PM - 11:00 PM
• Friday to Tuesday, 1:00 PM - 10:00 PM
• Friday to Tuesday, 2:00 PM - 11:00 PM
• Saturday to Wednesday, 2:00 PM - 11:00 PM

How Youll Make an Impact:

• Handling on average 70+ inbound and outbound calls in a timely manner.
• Monitoring real-time ride activity, engaging with drivers and riders and responding to evolving situations as they develop, coordinating emergency response as required.
• Overseeing network performance to ensure on-time performance delivery.
• Utilizing internal tools to support drivers from initial onboarding to completing rides.
• Communicating with drivers, riders, and clients in real-time across different platforms, including chat, email, phone, and SMS.
• Building positive relationships by going above and beyond with customer service, ensuring that all questions, concerns, and escalations are handled appropriately.

What Youll Need to Have to Succeed:

• 3+ years relevant experience (bonus points for hospitality, call center, and/or dispatch experience).
• Strong home high-speed internet (minimum 100 Mbps download / 50 Mbps upload).
• An outgoing personality, strong communication skills and willingness to learn new skills and processes.
• Ability to show compassion and empathy while maintaining a professional attitude.
• A problem-solving mind who focuses on outcomes and respects processes.
• You have scheduling flexibility - evenings and weekends are required.
• We're looking for someone comfortable using digital collaboration tools (Slack, Zendesk, Google Suite, etc).
• Valid drivers license and reliable transportation (located in or near Richmond, VA).

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:

• 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.