Customer Service Representative

Urgently; United States; Remote; USD 26,000 - 56,000; Full time

Job summary

Urgently is seeking a Customer Service Representative to manage inquiries from partners and customers while ensuring professional, efficient resolutions. This remote position requires team collaboration, experience in conflict resolution, and strong communication skills. With competitive salary and benefits, including disability insurance and a 401(k) match, you’ll have the opportunity to enhance partnerships in a fast-paced environment.

Benefits

Short term disability

Long term disability

Life insurance

Medical plans

Paid time off

401(k) matching

Qualifications

• Minimum 2 years of experience in conflict resolution.
• Minimum 1 year of experience in cross-functional team collaboration.
• Typing Speed: Minimum of 50 WPM.

Responsibilities

• Resolve inquiries from partners and customers effectively.
• Make independent decisions when handling cases.
• Ensure timely and accurate execution of all assigned tasks.

Skills

Conflict Resolution

Communication

Multitasking

Job description

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YOUR MISSION: To resolve inquiries from partners/executives and customers with efficiency and professionalism, ensuring a seamless resolution process.

YOUR LEGACY: Your legacy is the transformation of complex inquiries into successful outcomes, ensuring partners and customers feel supported and valued. Through your work, you strengthen trust, improve workflows, and contribute to long-lasting partnerships. The result? You helped Urgently become the world’s leading mobility assistance company.

WHAT YOU’LL BE RESPONSIBLE FOR:

1) Within first 2 months:

• Achieve cross-training in Urgently’s essential platforms: CSS, Hero, LYFT, and InContact.
• Perform inbound and outbound calls/chats to resolve inquiries from partners and executives.
• Cross-training for case creation.
• Effectively perform Job Management (JM) tasks by identifying the root cause of the issue.
• Understand workflows and ensure proper escalation paths are followed.

2) Within next 4 months:

• Demonstrate the ability to make independent, executive decisions when handling cases.

3) Within 6-8 months:

• Elevate partnerships and customer interactions to create a consistent and streamlined workflow across cases.

4) Ongoing:

• Ensure timely and accurate execution of all tasks within assigned workload.
• Continue to build a strong foundation with partners, fostering ongoing trust and collaboration.
• Demonstrate accountability in all deliverables

WHO YOU ARE:

• Minimum of 2 years of experience in conflict resolution.
• Minimum of 1 year of experience in cross-functional team collaboration.
• Proficiency in handling inbound and outbound calls/chats with a focus on resolution and stakeholder satisfaction.
• Chat experience with the ability to manage multiple conversations simultaneously.
• Typing Speed: Minimum of 50 WPM
• Experience communicating with higher leadership, including partners, executives, and senior management.
• Proven ability to critically think through challenging or vague situations to reach effective resolutions.
• Demonstrated experience documenting cases clearly and effectively for diverse audiences.
• Ability to multitask and prioritize tasks under tight deadlines in a fast-paced environment.
• The go-to person for resolving complex partner and executive inquiries, leveraging your expertise to deliver timely and high-quality solutions.
• A strong communicator with above-average skills in both written and oral formats, capable of engaging with stakeholders at all levels, including senior leadership.
• Comfortable working in a high-pressure, fast-paced environment where priorities shift rapidly.
• Proficient in proactively managing VIP cases and fostering strong relationships with partners and executives.
• Equipped with grace under fire, excelling under pressure while maintaining a stakeholder-first approach.

THE NITTY GRITTY:

• Location = Great news! This position is remote and you have the option of working from anywhere in the U.S.! Successful candidates for this position must be located outside of California. It is also our expectation that all work for this position will be conducted outside of the state as well.
• Manager = You’ll report to Customer Support Supervisor
• Compensation = The starting base rate for this position is $17.00 per/hour. Individual pay is determined by job-related skills, experience, and relevant education or training.
• Benefits = At Urgently, we have awesome benefits! We provide short term disability, long term disability, and life insurance to you - all free of charge! We also offer three different medical plans to choose from, two dental plans, a vision plan, and other valuable benefits. You’ll have 12 holidays off and you accrue between 10-20 days of paid time off annually based on your years of service. We match 100% on the first 3% you contribute to our 401(k)and then 50% of the next 2% you contribute. So, if you contribute 5% of your paycheck, we’ll match 4% of that. Free money!

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Software Development and Consumer Services

Referrals increase your chances of interviewing at Urgently by 2x

Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

Paid maternity leave

Paid paternity leave

Disability insurance

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