Safety Alert Specialist

HopSkipDrive

2d•$20 - $22•Remote

About The Position

At HopSkipDrive, our goal is to create opportunity for all through mobility. We’re a technology company that solves complex transportation challenges where there is a heightened need for safety, equity, and care. Through our marketplace, we connect kids, older adults, or anyone needing extra support to highly-vetted caregivers on wheels. Through our software, we solve the biggest transportation challenges facing schools and school districts around the country. Founded by three moms as a solution to their own transportation challenges, we’ve now facilitated more than five million rides across over 17 states around the country. We continue to expand at a rapid pace, making the Inc. 5000 list four times, as well as the Deloitte 500 Fast-Growing Technology list. HopSkipDrive is a Series D company and has raised $100M in funding to date. Who We Are Our Safe Ride Support team takes pride in ensuring every ride is completed safely and smoothly. As a Safety Alert Specialist you will be a critical player in delivering on our promise “Safety is Everything” and will help us achieve this goal in the following ways: Monitor a high priority alert queue of potential safety issues, quickly handling a high volume of outbound calls and SMS Recognize potential safety issues and quickly determine the safest outcome for all users Accurately document safety incidents to ensure full details are captured Maintain adherence to HopSkipDrive policies and processes Act as a mentor to less tenured Specialists and contribute to a positive team culture Assist with InRide/Lateness support volume, as needed Use our CRM (Zendesk) to log phone calls, chats, and SMS conversations Multitask with several apps and software programs to handle daily tasks Recognize and report to leadership trends in issues and complaints

Requirements

Excellent communication and interpersonal skills with a strong understanding of the importance of timely and relevant updates
Maintain safety as a constant north star and exude calm under pressure
Thrive in ambiguous situations with the ability to stay organized and focused
Natural self-starter who is able to keep the momentum going even in a remote setting
Critical thinker, comfortable with owning your decisions
Detail oriented with strong documentation skills
Open to feedback and a desire to excel in a fast paced environment

Responsibilities

Monitor a high priority alert queue of potential safety issues, quickly handling a high volume of outbound calls and SMS
Recognize potential safety issues and quickly determine the safest outcome for all users
Accurately document safety incidents to ensure full details are captured
Maintain adherence to HopSkipDrive policies and processes
Act as a mentor to less tenured Specialists and contribute to a positive team culture
Assist with InRide/Lateness support volume, as needed
Use our CRM (Zendesk) to log phone calls, chats, and SMS conversations
Multitask with several apps and software programs to handle daily tasks
Recognize and report to leadership trends in issues and complaints