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Customer Care Associate
Location
United States
Posted
88 days ago
Salary
0
Seniority
Mid Level
No structured requirement data.
Job Description
Customer Care Associate
UZURV
About UZURV Transportation gives people freedom – to work, to take care of their needs, and to enjoy their lives. UZURV is the assisted mobility marketplace and transportation network company for riders, funding organizations, and qualified providers that makes accessible transportation easy, safe, and efficient – so it just works. UZURV uses technology and operational processes, guided by a world-class team, to improve transportation in communities across the country. Since 2017, we have tackled the toughest challenges transit agencies and community transportation programs face when arranging rides to people with disabilities and older adults. We solve for driver shortages, vehicle shortages, rising costs, and program inefficiencies, all while providing the rider the service they deserve. We partner with nearly 50 programs in 16 states and Washington, D.C., and UZURV was recently certified as a 2025 Great Place to Work. A Little Bit About the Role At UZURV, we are steadfast in our commitment to expanding access to safe, reliable, and dignified transportation for communities of health across the nation. As a rapidly growing technology company, we partner with healthcare organizations, municipalities, and other agencies to provide life-changing mobility experiences for riders who depend on consistent, compassionate service. As a Customer Care Associate, you will serve as the first point of contact for our riders and program partners, acting as both a problem-solver and advocate. Through inbound calls and case handling, you’ll take a proactive and investigative approach—listening carefully, identifying root causes, and ensuring that every concern is resolved efficiently and with empathy. Exceptional communication is essential in this role. You’ll engage daily with a diverse range of stakeholders, including riders, drivers, and clients—requiring professionalism, clarity, and collaboration in every interaction. This is more than a support position—it’s an opportunity to make a tangible impact in people’s lives and contribute directly to UZURV’s mission of connecting individuals to care, independence, and opportunity through reliable transportation. We are Currently Hiring for the Following Shifts: - Tuesday – Sunday | 8:00 AM – 5:00 PM How You'll Make an Impact: - Act as a trusted escalation point for complex customer concerns originating from our call center, ensuring each situation is managed with care and accountability. - Deliver timely, professional support across multiple communication channels, including chat, email, Slack, and phone—while representing the UZURV brand with empathy and precision. - Maintain thorough and accurate documentation of all customer interactions and case details within internal systems to support transparency, consistency, and compliance. - Investigate and resolve intricate customer issues by combining analytical thinking with empathy, ensuring riders and partners feel heard and supported. - Collaborate cross-functionally with internal teams to coordinate prompt, effective solutions that reinforce our commitment to safety, accessibility, and reliability. - Use internal tools to assist riders with trip-related questions and requests for additional information. - Leverage internal systems and tools to assist riders with trip inquiries, schedule updates, and requests for additional information, always striving for clarity and confidence in every exchange. - Assess and respond to issues in real time, maintaining composure and a solution-oriented mindset in high-pressure or time-sensitive situations. - Demonstrate adaptability and sound judgment in rapidly evolving circumstances, including managing and escalating urgent or emergency situations when required. - Communicate with professionalism and purpose across all platforms, fostering trust and collaboration among riders, drivers, and partners alike. What You’ll Need to Have to Succeed: - Minimum of 3 years of experience in customer support, hospitality, or a high-volume contact center environment, with a proven record of delivering exceptional service. - Demonstrated empathy and emotional intelligence, with the ability to remain composed, compassionate, and professional in complex or high-stress situations. - Exceptional communication skills (written, verbal, and interpersonal) with an emphasis on clarity, active listening, and a warm, professional tone. - Solutions-focused and process-minded, with the judgment to follow established procedures while seeking opportunities to enhance the customer experience. - Proficiency with modern workplace tools, including Slack, Zendesk, and Google Workspace, and an aptitude for learning new systems in a fast-evolving environment. - Ability to work effectively in a remote setting, maintaining focus, confidentiality, and productivity within a private, distraction-free home office. - Reliable high-speed internet connection (minimum 100 Mbps download / 50 Mbps upload) to support consistent communication and system performance. - Successful completion of a background check is a prerequisite for employment. - Must be located within 1 hour of Richmond, VA to allow for occasional in-person collaboration, training, or team events. - Flexibility to support evening, weekend, and holiday operations when business needs arise Key Requirements for Internal Candidates: Schedule and Work Expectations - Flexibility to support evening, weekend, and holiday operations when business needs arise. - Willingness to participate in occasional in-office training sessions or meetings as required. - A minimum of six months of successful tenure as a UZURV associate, demonstrating consistent performance and reliability. - No active disciplinary actions or performance improvement plans within the past six months. Competencies - Deep familiarity with both program-specific and general UZURV Standard Operating Procedures (SOPs), with the ability to respond to questions with accuracy, confidence, and efficiency. - Proven history of professional, courteous, and effective communication over the phone and across multiple channels, including chat, email, and SMS. - Strong written communication skills with an emphasis on clarity, professionalism, and alignment with UZURV’s tone of care and respect. - Demonstrated empathy, patience, and professionalism in all customer interactions—particularly in moments that require compassion and discretion. - Excellent problem-solving abilities, with comfort navigating dynamic, fast-paced environments while maintaining a calm and solution-focused approach. - Highly organized and detail-oriented, with the ability to manage multiple priorities, meet deadlines, and maintain accuracy in documentation. - Proficiency with modern business tools and communication platforms, including Google Workspace, Slack, Zendesk, and NICE. - Commitment to upholding UZURV’s mission of providing safe, reliable, and dignified transportation through every interaction and task. Come As You Are 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! Location Richmond, Virginia Department Operations Support Employment Type Full-Time Minimum Experience Entry-level Compensation $21 Hourly
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