Via is re-engineering public transit, from a regulated system of rigid routes and schedules to a fully dynamic, on-demand network. Via’s mobile app connects multiple passengers who are headed the same way, allowing riders to seamlessly share a dynamically-routed vehicle. First launched in New York City in September 2013, the Via platform operates in New York City, Chicago, and Washington DC, and in London and Amsterdam through ViaVan, its joint venture with Mercedes-Benz Vans. Via also licenses its revolutionary on-demand transit technology to transportation players globally.
Unbelievable customer service is a critical part of the Via brand, and we’re looking for the best in the business. As a Customer Service Representative, you’ll provide consistently outstanding support to Via customers and driver partners through SMS (text messaging), email and phone-based communications.
Responsibilities and Duties
Provide an impeccable level of customer service, in the form of e-mail and text communication, to exceed member and driver partner expectations
Become an expert on Via – develop a nuanced understanding of our service to be able to answer several hundred support inquiries on a daily basis
Prioritize operational issues as a real-time point of contact and provide high-level responses in an efficient manner
Proactive about pleasing your customers; obsessed with making sure needs are met
A natural multi-tasker who can remain unfazed by a fast-paced environment and high-volume work
Meticulous and vigilant, with a high level of attention to detail
A savvy, tactful, and graceful communicator – you intuitively find the right tone in every situation
Have previous work experience in a consumer-facing business
Top of the market healthcare benefits, 401k matching, and PTO
Trips to New York for top performing agents to see and use the service