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Lateness Alerts Specialist

Remote

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 3.3 million rides and operate across over 13 states across 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 Lateness Alerts Team is part of  Safe Ride Support and we focus on responding to alerts when trip delays occur. We play a crucial role in ensuring the timely and efficient transportation of riders. This role involves monitoring lateness alerts, proactively communicating with stakeholders (CareDrivers, Caregivers, Organizations), and taking appropriate action to minimize the impact of delays on riders and their schedules. With your help we aim to make the ride experience as seamless as possible. 

  • Monitor a high alert queue to identify potential trip delays and issues
  • Efficiently manage a high volume of outbound calls to ensure prompt resolution of delays
  • Maintain accurate and thorough records of all interactions through our CRM (Kustomer)
  • Learn and adhere to the HopSkipDrive security protocols regarding who can build/edit/cancel/request information about a ride
  • Proactively identify and analyze trends in issues and complaints, providing regular reports to leadership to facilitate process improvement initiatives
  • Demonstrate a commitment to exceptional customer service by diligently following company policies and procedures in all interactions

Who You Are

We are seeking a highly motivated and skilled individual with a passion for safety that will ensure timely and efficient transportation services.

  • Diligent about maintaining safety as a top priority by adhering to all safety protocols and guidelines
  • Excellent communication and interpersonal skills with a strong understanding of the importance of timely and relevant updates
  • Ability to quickly navigate between multiple systems without losing focus or productivity
  • A critical thinker with strong problem-solving skills
  • Open to feedback and a desire to excel in a fast-paced environment
  • An individual who thrives in a collaborative environment and enjoys working with others

 

Our Investment In You

We want you to be an owner in our company and share in executing our vision, so every full-time employee has equity. In addition, we offer flexible vacation, medical, dental, vision and life insurance, 401(k), FSA, and an opportunity to work for a uniquely positioned, VC-backed company in a hugely attractive space with significant upside potential. HopSkipDrive is proud to operate as a drug-free workplace. HopSkipDrive is also committed to fair and equitable compensation practices. The salary range for this role in Los Angeles, CA is $20 - $22. This position is remote and, as such, compensation will ultimately be in line with the location in which the position is filled. Final compensation for this role will be determined by several factors such as a candidate’s relevant work experience, skill set, certifications, and specific work location. The total compensation package for this role also includes equity stock options.

HopSkipDrive is proud to be an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected class.

* This role will be fully remote in one of the following states AZ, CA, CO, CT, DC, FL, GA, IL, IN, KS, MA, MD, MI, MN, MO, NC, NJ, NM, NV, NY, OH, OK, OR, SC, TN, TX, UT, VA, WA, WI**

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