At Via, we're on the cutting edge of mobility, building revolutionary technology that’s changing the way people get around. As a Customer Service Representative, you will be the first point of contact for all of our drivers, ensuring smooth interactions and experiences for all drivers.
We strive to create an effortless experience for everyone who reaches out to our team and serve as an advocate for our drivers to drive changes to the overall Via experience.
You will make our drivers feel like they are receiving a world-class education on our product suite—they will feel supported and loved throughout their correspondence with us. We are the voice of the Via brand to our drivers and the voice of our drivers to the broader Via team.
This position is based onsite in Norfolk, VA.
As a Customer Service Representative, you will:

• Serve as the front line, speaking with drivers face-to-face, over the phone, and through email and SMS text/chat to help improve their first experience with Via or manage their accounts.
• Help our drivers start and end their shifts on a daily basis and guarantee that all processes and operations are running smoothly.
• Thrive in a fast-paced environment while tackling an array of customer issues.
• Become an expert on our services and spread the love of Via everywhere.
• Deliver exceptional customer service to our drivers, finding new and interesting ways to make our customers smile.
• Notice even the smallest trends and pain points, then brainstorm ways in which we can create solutions to improve each customer’s experience.
• Coordinate with management to channel customer feedback to all areas of the business such as technology, marketing, design, and product teams.
• Perform day to day execution of transit service.
• Prioritize continuous improvement, efficiency, and excellent driver and rider experience.

Benefits:

• Employer-subsidized health, vision, and dental insurance
• Employer-subsidized life insurance
• Employer-subsidized short and long-term disability insurance
• A generous paid-time-off package
• Pre-tax commuter and healthcare spending
• 401K (optional)
• 1 year of professional experience
• Leadership or supervisory experience
• Previous face-to-face, over the phone, and through email and SMS text/chat experience
• Technical skills, including experience with Microsoft Office, Google Suite, and Salesforce
• Clear communicator with excellent reading comprehension and writing skills
• A well-rounded team player who takes ownership of (and pride in) your work
• A strong work ethic and an entrepreneurial spirit
• Dynamic; willing to wear multiple hats and work on projects of all types
• Empathy and the ability to put yourself in others' shoes
• General awesomeness and a sense of humor
• Must be able to pass a background check

Commitment: This is a full-time, permanent position based on-site in Norfolk, VA. The ability to work weekends and unconventional hours (early mornings, late nights, etc.) is desired.
HireArt values diversity and is an Equal Opportunity Employer. We are interested in every qualified candidate who is eligible to work in the United States. Unfortunately, we are not able to sponsor visas or employ corp-to-corp.
Don’t meet every single requirement? Studies have shown that women and/or people of color are less likely to apply to a job unless they meet every qualification. At Via, we’re committed to building a diverse, inclusive, and authentic workforce, so if you’re excited about this role but your previous experience doesn’t align perfectly with every qualification, we encourage you to apply anyway! You may be the perfect candidate for this or another role at Via.