Customer Service Agent – Partner Support ID - 4616

January 30, 2025

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.

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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.

Key Competencies:

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 Partner Support Queue 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!

OUR FAIR HIRING PRACTICES:

At Urgently, we don’t just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our customers and the communities where we operate. We are an equal opportunity employer which means that employment and advancement at Urgently is based on a person's merit and qualifications.

We do not discriminate against any applicant or employee on the basis of race, ethnicity, color, national origin, ancestry, citizenship, religion, creed, sex (including pregnancy, childbirth, breastfeeding or related medical conditions), sexual orientation, gender, gender identity or expression, physical or mental disability, or any other characteristic protected by federal, state or local law.

You should also know that we adhere to these same principles in all aspects of employment, including, but not limited to, recruitment, hiring, job assignment, compensation, promotion, access to benefits and training, discipline, and termination of employment.

Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and similar applicable state laws. Please let us know if you need assistance completing any forms or to otherwise participate in the application process

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

DISCLAIMER

Other Jobs You May Be Interested In

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

5. HOW DO YOU PROCESS INFORMATION?

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

8. HOW TO PRIORITIZE WORK?

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

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