[Hiring] Contact Center Ride Success Agent @Ride Health

Role Description

Our Ride Success Agents work in a 24/7 contact center handling inbound/outbound calls for passengers, transportation providers, and clients. Their duties include, but are not limited to:

• Scheduling transportation needs for passengers and clients
• Transportation provider assistance calls
• Outbound calls to passengers, client contacts, attending facilities
• Chat monitoring and response
• Use of our proprietary platform, third-party transportation software like Uber and Lyft, and business technology like Five9, Salesforce, and Zendesk to successfully complete trip requests.

This is a fully remote position in a high-volume contact center where you can work from home and have a tremendous positive impact on behalf of elderly and medically challenged people. This is a full-time position that may include weekend and evening hours, depending on the shift.

Success in this position will require an entrepreneurial spirit, as demonstrated by:

• An eagerness to contribute to the overall success of the company
• An ambition to make a positive impact on the success of trips and our overall client relationships
• A desire to seek out solutions in collaboration with leadership to improve workflows and processes

The ideal candidate will possess:

• Exceptional communication skills
• Creative problem solving
• A commitment to meeting our quality standards and adherence to service level commitments

Qualifications

• High School Diploma, or equivalent
• Communication skills that include empathy and understanding
• Commitment to efficiently see tasks through to completion
• Pride in your work to match company vision
• Proven broadband Internet access (Minimum 100 Mbps download / 20 Mbps upload) with the ability to connect via ethernet cable
• Private, dedicated, quiet work space free from distractions where you can work uninterrupted through the entirety of your shift
• Understanding of basic computer troubleshooting

Requirements

• Shifts are scheduled between 8:00 a.m. and 9:00 p.m. ET and may include daytime, evening, and weekend hours.
• All shifts are subject to change based on business needs.
• NOTE: Candidates must have internet speed of 100 mbps and ability to hard-wire in via ethernet as needed

Competencies

• Fluency with standard business tools like MacBooks, Google Apps, and software-based telephone systems preferred
• Contact center or tech support experience encouraged
• Customer service experience dealing with customer issue management
• Thoroughness in following SOPs to complete tasks
• Ability to recognize trends and report to upper management
• Actively engage and collaborate in the work of a remote team

Benefits

• Competitive compensation $16 - $18 per hour plus a rich benefits offering
• Career advancement opportunities
• Fully remote - skip the commute
• Paid Time Off
• Medical, Dental, and Vision insurance - Employee coverage 100% company paid! Multiple great coverage options offered for employees and dependents with generous company contribution and quick eligibility
• Need to add dependents? We help with that too
• TalkSpace, Healthy Advocate EAP, Teledoc, One Medical, KindBody - all company provided
• Life insurance, short-term disability, long-term disability - again, all paid for by Ride Health
• 401k retirement savings plan with 4% fully vested employer match right out of the gate
• Fully paid parental leave after 6 months of employment
• And we're always looking to add more...

Company Description

Ride Health removes the transportation barriers that keep our most vulnerable populations from accessing health care. Ride Health partners with healthcare organizations and transportation providers to strengthen enterprise transportation programs and drive intelligent transitions of care. We blend technology and data with a human approach to break down access barriers and solve some of the biggest transportation challenges that care coordinators, providers, and payers face. Our platform maps out each patient’s unique needs and preferences for the best ride experience across clinical and social needs, ensuring greater access, improved efficiencies, lower costs, and better outcomes.