Customer Service Representative

Via • Tulare, CA

24d • Onsite

About The Position

As a Customer Service Representative, TCRTA at Via, you will be the human connection between our technology and the people who depend on it -helping hundreds of thousands of riders and drivers across hundreds of cities every day. You'll keep our on-demand services running smoothly, sitting at the heart of our Operations team and gaining hands-on experience across operations, technology management, and on-demand mobility in a fast-moving, mission-driven environment.

Requirements

• Thrive in fast-paced environments: able to make sound decisions on the fly, oversee multiple tasks simultaneously, and prioritize effectively
• Tech savvy, able to learn new software and adapt to changes
• An empathetic and effective communicator who finds the right tone in any context and genuinely enjoys supporting people over the phone.
• Calm under pressure and able to think on your feet — no prior call center experience required; what matters is a willingness to learn and a commitment to great service.
• Proactive, Observant, and keen to improve: if something’s not working, you come up with a better way while being able to anticipate and prevent problems before they start
• An exceptional team player: people love working with you, and you can quickly contribute to cross-functional teams
• Ownership mentality: take full responsibility for delivering great service to customers
• Flexible and adaptable across different shifts; while we try to accommodate individual schedules, this role requires some availability outside standard hours to support our 24/7 operations.

Responsibilities

• Proactively manage daily operations, adapting to real-time input from drivers, riders, and the Operations team.
• Schedule and book rides for passengers, delivering smooth and efficient customer experience
• Provide prompt, supportive assistance to drivers and passengers, by responding to questions or concerns with telephone and email support.
• Effectively triage live operational issues and take action to prioritize customer satisfaction and ensure that any issues are resolved.
• Leverage knowledge of Via products and services to make ad hoc decisions with little guidance acting as the final decision-maker for escalated live support issues
• Grow with your tasks and responsibilities, if you so choose, and increase your compensation accordingly.

Benefits

• Final salary will be determined by the candidate’s experience, knowledge, and skills. Salary reflected does not include equity or variable pay, where applicable

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed