Interview Studio

Requirements found

Customer Service Marketing Writing Salesforce (nice) Microsoft Office (nice)

What this posting asks for

Level: Not stated — The posting does not state a level or years of experience.

Main responsibilities

• Serve as the front line, speaking with driver-partners face-to-face, over the phone and through email/SMS to help improve their first experience with Via or …
• Become an expert on our Via software and book rides for our passengers, serving as the first point of contact and helping hand for our riders
• Thrive in a fast-paced environment tackling an array of customer issues.
• Deliver above-and-beyond customer service to our driver-partners, finding new and interesting ways to make 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.

Competencies an interviewer will look for

• Technical skill Core
  In the posting: “Become an expert on our Via software and book rides for our passengers, serving as the first point of contact and helping hand for our riders” · “Excellent computer and technical skills, including experience with Microsoft Office, the Google Suite, previous CRM tools like Salesforce a plus” · “Our teams of world class engineers, data-scientists, product managers, operations specialists, marketers, transit experts and more bring cutting-edge AI-powe…”
  Show it by: Names the tools, languages or systems used and how; Explains a technical choice and its trade-off.
• Customer focus Core
  In the posting: “As a part-time Partner Support Specialist , you will have the amazing opportunity to interact with one of our main customers: our driver-partners!” · “You will make customers feel like they are receiving a world-class education on our product suite;” · “Thrive in a fast-paced environment tackling an array of customer issues.”
  Show it by: Puts the customer's need in their own words; Shows a result for the customer, not only for the company.
• Stakeholder management Core
  In the posting: “As a part-time Partner Support Specialist , you will have the amazing opportunity to interact with one of our main customers: our driver-partners!” · “As a Partner Support Specialist for Via, you’ll be on the ground floor at this exciting company ensuring that our driver-partners have a smooth interaction a…” · “We strive to create effortless experiences for everyone who reaches out to our team, and we serve as an advocate for our driver-partners in an effort to driv…”
  Show it by: Shows how they aligned people with different goals; Explains how they handled a 'no' from someone senior.
• Problem solving Core
  In the posting: “You take initiative to solve problems and get the job done” · “If you’re excited to be at the forefront of modernizing the future of transportation, are up for solving tough problems, and willing to become/already are a …”
  Show it by: Describes a real problem, the options considered and the one chosen; Shows how the cause was found, not just the fix.
• Ownership and accountability Core
  In the posting: “A well-rounded team player who takes ownership of (and pride in) your work” · “fixed-route buses, microtransit, paratransit, school buses, autonomous vehicles, and more.”
  Show it by: Takes a task from start to finish without being chased; Owns a mistake and what was changed after it.
• Data and analysis Core
  In the posting: “Our teams of world class engineers, data-scientists, product managers, operations specialists, marketers, transit experts and more bring cutting-edge AI-powe…” · “Founded in 2012, Via builds solutions to digitize, automate, and enable data-driven decision making for entire transportation networks;”
  Show it by: Uses a number to describe the situation or the result; Explains what the data showed and what was done with it.
• Communication Supporting
  In the posting: “Clear communicator with excellent reading comprehension and writing skills”
  Show it by: Adapts the message to the listener; Gives an example of explaining something clearly in writing or speech.
• Teamwork and collaboration Supporting
  In the posting: “A well-rounded team player who takes ownership of (and pride in) your work”
  Show it by: Says what they did inside a team, not only what 'we' did; Shows how a disagreement was handled.
• Planning and organisation Supporting
  In the posting: “Thrive in a fast-paced environment tackling an array of customer issues.”
  Show it by: Shows how priorities were set when everything was urgent; Mentions deadlines met and how.

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