A little bit about us…
UZURV is a 150+ person, growing technology company based in Richmond, VA. The company operates in 14 states and is now expanding nationally. As an Adaptive Transportation Network Company, the UZURV mobility platform serves individuals with disabilities, the elderly, and others who need assistance with independent transportation.
UZURV’s platform combines rideshare with specialty credentialed, drug and alcohol tested drivers to provide safe, reliable mobility and a higher level of care for the transportation disadvantaged. It’s a technology platform and service that helps people who need assistance get where they need to go.
A little bit about the role…
At UZURV, we’re steadfast in our commitment to building a platform that provides safe and reliable transportation access to communities of health throughout the country. We are a high growth technology company providing life-changing transportation experience for riders in partnership with healthcare organizations, municipalities and more.
The position is responsible for training and developing Supervisors and Operations Associates, enforcing operations goals, validating the accuracy of program records, and communicating with senior leadership regarding service level agreements (SLA). You will have the opportunity to play a key role in the growth of our business, delivering life changing service to riders every day. As our Customer Service and Quality Assurance Trainer, you will be responsible for the following:
- Designing, planning, and effectively delivering training material and curriculum to Operations Associates.
- Assisting in managing call quality and assurance .
- Monitoring and evaluating customer interactions with CSRs across channels.
- Driving alignment on performance standards with Operations leadership team via ongoing facilitation of calibration sessions and feedback.
- Recommending and implementing approved changes and training for efficient transportation operations and quality customer service.
- Coordinating with Operations leadership on professional development for Supervisors and Associates.
- Working closely with the Operations Management team to ensure training material and content are aligned with expectations of the Associate position.
- Driving understanding (i.e. using visual aids, able to recognize when a group or individual is lost and needs more attention).
We are excited about you because…
- You have 2+ years experience with administering quality assurance practices in a call center and/or transportation environment.
- You have 2+ years of related work experience in Customer Service, supporting multiple channels, in a constantly changing environment.
- You possess analytical skills to identify trends, successes, and opportunities for improvement, at agent and team level.
- You have experience with group training and virtual training methods.
- You have strong public speaking, presentation, and organizational skills.
- You are self-motivated and able to work independently.
- You show compassion and empathy while maintaining a professional attitude.
- You are proficient in the business tools of 2024 (Slack, Zendesk, Google Suite, etc).
- You are located in or near Richmond, VA and able to be on-site as needed for multiple weeks in a row for group training.
To be successful at UZURV, you must be:
- Reliable and Focused - Our riders and drivers depend on us, which means we hold ourselves accountable by being punctual and adhering to scheduled shift times. Actively listening and maintaining full concentration and attention to each call by limiting distractions allows us to provide the best customer service possible.
- Technology-Oriented - You must be well versed in G Suite applications and adept with the installation and utilization of smartphone apps (and helping others use them).
- Agile - Multitasking is necessary in a growing, fast paced company, as is the ability to plan and organize your workload. You must be flexible and nimble to adapt to shifting priorities.
- Collaborative - Collaboration is critical at UZURV, and we work together to provide greater independence for the communities we serve. You should be committed to approaching this role with a results focused, collaborative and inclusive mindset.
- Mission Driven - What we are creating every day is the ability for our transportation-disadvantaged citizens to move more freely and easily within their communities so they can overcome one of life's biggest challenges: transportation. Valuing your work and the time you spend in your career as core to who you are – you work where you want to make a true difference.
Reasons it pays to work at UZURV (in addition to 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:
- 401K matching
- Healthcare benefits package
- Generous PTO and paid holidays
- Collaborative team-based work environment
Don’t 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, so if you’re excited about this role but your past experience doesn’t 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 weed them out! Who knows, you may be just the right candidate for a future role at UZURV. Just go for it... submit your resume!