UZURV - Operations Associate

A little bit about us…

UZURV is a 100+ person, growing technology company based in Richmond, VA. The company operates in 15 states and is 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. It’s honestly hard to convey how much it means to all of us here to have the opportunity to work on something with such a direct, positive impact on people’s lives.

A little bit about the role…

At UZURV, we are 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.

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. You are out-going, confident and a multitasking pro.

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. As an Operations Associate, you will be responsible for the following:

• Working the following shift:
  • Monday-Friday 7am-4pm
  • Monday-Friday 9am-6pm
  • Monday-Friday 12pm-9pm
• Handling a large amount of 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.

We are excited about you because…

• You have 3+ years relevant experience (bonus points for hospitality, call center, and/or dispatch experience).
• You have a valid driver’s license and reliable transportation.
• You have an outgoing personality and willingness to learn new skills and processes.
• You have the ability to show compassion and empathy while maintaining a professional attitude.
• You have strong communication skills - written, verbal, and interpersonal.
• You are a problem-solving pro who focuses on outcomes and respects processes.
• You have scheduling flexibility - evenings and weekends are required.
• You are proficient in the business tools of 2024 (Slack, Zendesk, Google Suite, etc.)
• You are located in or near Richmond, VA.

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!