Customer Service Agent - Partner Chat

Urgently

3d • $17 • Remote

About The Position

YOUR MISSION: To resolve inquiries from partners/executives and customers with efficiency and professionalism, ensuring a seamless resolution process.
YOUR LEGACY: Your legacy is the transformation of complex inquiries into successful outcomes, ensuring partners and customers feel supported and valued. Through your work, you strengthen trust, improve workflows, and contribute to long-lasting partnerships. The result? You helped Urgently become the world’s leading mobility assistance company.
Must be available for any shift including morning, afternoon, evening, weekend and holidays

Requirements

• Minimum of 2 years of experience in conflict resolution.
• Minimum of 1 year of experience in cross-functional team collaboration.
• Proficiency in handling inbound and outbound calls/chats with a focus on resolution and stakeholder satisfaction.
• Chat experience with the ability to manage multiple conversations simultaneously.
• Typing Speed: Minimum of 50 WPM
• Experience communicating with higher leadership, including partners, executives, and senior management.
• Proven ability to critically think through challenging or vague situations to reach effective resolutions.
• Demonstrated experience documenting cases clearly and effectively for diverse audiences.
• Ability to multitask and prioritize tasks under tight deadlines in a fast-paced environment.

Responsibilities

• Within first 2 months:
• Achieve cross-training in Urgently’s essential platforms: CSS, Hero, LYFT, and InContact.
• Perform inbound and outbound calls/chats to resolve inquiries from partners and executives.
• Cross-training for case creation.
• Effectively perform Job Management (JM) tasks by identifying the root cause of the issue.
• Understand workflows and ensure proper escalation paths are followed.
• Within next 4 months:
• Demonstrate the ability to make independent, executive decisions when handling cases.
• Within 6-8 months:
• Elevate partnerships and customer interactions to create a consistent and streamlined workflow across cases.
• Ongoing:
• Ensure timely and accurate execution of all tasks within assigned workload.
• Continue to build a strong foundation with partners, fostering ongoing trust and collaboration.
• Demonstrate accountability in all deliverables

Benefits

• At Urgently, we have awesome benefits!
• We provide short term disability, long term disability, and life insurance to you - all free of charge!
• We also offer three different medical plans to choose from, two dental plans, a vision plan, and other valuable benefits.
• You’ll have 12 holidays off and you accrue between 10-20 days of paid time off annually based on your years of service.
• We match 100% on the first 3% you contribute to our 401(k)and then 50% of the next 2% you contribute.
• So, if you contribute 5% of your paycheck, we’ll match 4% of that.
• Free money!

What This Job Offers

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