Operations Associate

UZURV; Richmond (VA); On-site; USD 38,000 - 46,000; Full time

Benefits offered by this job

401(k) with company match

Healthcare benefits

Generous PTO and paid holidays

Training & Development courses

Team-based work environment

Mission-driven culture

Job summary

UZURV is hiring an Operations Associate in Richmond, VA. You will coordinate and oversee our driver networks to ensure riders are picked up safely and on time while communicating across riders, drivers, and clients.

The role demands high organization, quick problem-solving, and the ability to triage issues in a fast-changing environment. Ideal candidates have 3+ years of relevant experience, strong communication, and a willingness to learn new skills.

Qualifications

• 3+ years relevant experience (bonus points for hospitality, call center, and/or dispatch experience).
• Strong home 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.
• Scheduling flexibility - evenings and weekends are required.
• We're looking for someone comfortable using digital collaboration tools (Slack, Zendesk, Google Suite, etc).
• Valid driver’s license and reliable transportation (located in or near Richmond, VA).

Responsibilities

• 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.

Skills

Communication skills

Customer service

Problem solving

Scheduling flexibility

Digital collaboration tools

Tools

Slack

Zendesk

Google Suite

Job description

About UZURV

At UZURV, we believe that everyone has the right to get to the places they need and want to go, including work, school, shopping, connecting with friends and family, attending worship services, or just a night out. Many people are able to drive, take public transit, or use a rideshare or taxicab, but about 25% of Americans (and especially older adults and people with disabilities) need assistance for getting out and about. We call it assisted mobility, and that’s what UZURV exists to deliver.

UZURV is a high-growth company that utilizes a technology platform to connect drivers, operating their own vehicles and providers operating wheelchair-accessible vehicles, with older adults and people with disabilities who need assisted mobility in order to get out and about within their communities. Since our founding in Richmond, VA, in 2017, we have grown into a leading national assisted mobility provider by partnering with public transit agencies. Today, we are operating in more than thirty communities across eighteen states and the District of Columbia, and in half of the twenty largest transit agencies in the country. Better still, we are helping meet the transportation needs of millions of riders each year. And it’s not by accident. UZURV has grown, because of the quality of our service. Riders, drivers, and employees give us high marks for our organizational culture, and for the quality and timeliness of our service. Additionally, our state-of-the-art technology enables us to provide an exceptional product at a cost significantly lower than the costs that our clients typically pay for the types of transportation services that we provide.

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:

• October 5th
• November 2nd

We are Currently Hiring for the Following Shifts:

• Wednesday to Sunday 12:00 PM - 9:00 PM
• Wednesday to Sunday 1:00 PM - 10:00 PM
• Wednesday to Sunday, 2:00 PM - 11:00 PM
• Thursday to Monday, 12:00 PM - 10:00 PM
• Thursday to Monday, 1:00 PM - 10:00 PM
• Thursday to Monday, 2:00 PM - 11:00 PM

How You’ll 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 You’ll 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 driver’s 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!

Don’t meet every single requirement? Studies have shown that women, people with disabilities, 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 you’re excited about this role but your 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 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 out—we’re happy to support you in a way that allows you to show up at your best.