Ride Success Agent - Remote Contact Center

Ride Health removes the transportation barriers that keep our most vulnerable populations from accessing healthcare. We partner with healthcare organizations and transportation providers to strengthen enterprise transportation programs and drive intelligent transitions of care. Our platform maps out each patient’s unique needs and preferences for the best ride experience across clinical and social needs, ensuring greater access, improved efficiencies, lower costs, and better outcomes.

The Role

Our Ride Success Agents work in a 24/7 contact center handling inbound/outbound calls for passengers, transportation providers, and clients. Their duties include:

• Scheduling transportation needs for passengers and clients
• Assisting transportation providers via calls
• Making outbound calls to passengers, client contacts, and attending facilities
• Monitoring and responding to chat requests
• Using our proprietary platform, third-party transportation software like Uber and Lyft, and business technology such as Five9, Salesforce, and Zendesk to complete trip requests.

This is a fully remote position in a high-volume contact center where you can work from home and positively impact the lives of elderly and medically challenged individuals. This is a full-time role that may include weekend and evening hours, depending on the shift.

Success in this role requires an entrepreneurial spirit, a commitment to improving workflows, and a desire to make a positive impact on client relationships. The ideal candidate will have exceptional communication skills, creative problem-solving abilities, and a dedication to meeting quality standards and service level commitments.

Requirements

Responsibilities:

• High School Diploma or equivalent
• Strong communication skills with empathy and understanding
• Commitment to completing tasks efficiently
• Pride in work that aligns with company vision
• Proven broadband internet access (Minimum 100 Mbps download / 20 Mbps upload) with the ability to connect via ethernet
• Private, dedicated, quiet workspace free from distractions
• Basic computer troubleshooting knowledge

Shifts:

• Available between 8:00 a.m. and 9:00 p.m. ET, including daytime, evening, and weekend hours
• Shifts are subject to change based on business needs

Competencies:

• Fluency with standard business tools like MacBooks, Google Apps, and software-based telephone systems preferred
• Contact center or tech support experience encouraged
• Customer service experience dealing with issue management
• Thoroughness in following SOPs to complete tasks
• Ability to recognize trends and report to upper management
• Active engagement and collaboration in remote teamwork

Benefits

• Competitive compensation of $16 - $18 per hour plus benefits
• Career advancement opportunities
• Fully remote work
• Paid Time Off
• Medical, Dental, and Vision insurance with 100% company-paid coverage for employees
• Dependent coverage and support options
• Access to TalkSpace, Healthy Advocate EAP, Teledoc, One Medical, and KindBody
• Life insurance, short-term disability, and long-term disability coverage
• 401k retirement savings plan with a 4% fully vested employer match
• Fully paid parental leave after 6 months of employment