Interview Studio

Requirements found

Customer Service Marketing Writing Salesforce (nice) Microsoft Office (nice) Spanish (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, supporting our driver-partners
• Thrive in a fast-paced environment tackling an array of customer issues
• Become an expert on our services and spread the love of Via everywhere
• Deliver above-and-beyond customer service to our riders
• Notice even the smallest trends and pain points, then brainstorm ways in which we can create solutions to improve each customer’s experience
• Channel customer feedback to all areas of the business such as technology, marketing, design, and product teams

Competencies an interviewer will look for

• Customer focus Core
  In the posting: “Thrive in a fast-paced environment tackling an array of customer issues” · “Deliver above-and-beyond customer service to our riders” · “Notice even the smallest trends and pain points, then brainstorm ways in which we can create solutions to improve each customer’s experience”
  Show it by: Puts the customer's need in their own words; Shows a result for the customer, not only for the company.
• Planning and organisation Core
  In the posting: “As a Dispatcher , you will have the opportunity to support a first-of-its-kind, intermodal transit service while gaining exposure to a fast-paced tech company.” · “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.
• Stakeholder management Core
  In the posting: “You’ll be on the ground floor of this exciting operation, ensuring that our driver-partners have a smooth interaction and experience and delivering an except…” · “Serve as the front line, supporting our driver-partners”
  Show it by: Shows how they aligned people with different goals; Explains how they handled a 'no' from someone senior.
• Technical skill Supporting
  In the posting: “Excellent computer and technical skills, including experience with Microsoft Office, the Google Suite, previous CRM tools like Salesforce a plus”
  Show it by: Names the tools, languages or systems used and how; Explains a technical choice and its trade-off.
• Problem solving Supporting
  In the posting: “You take initiative to solve problems and get the job done”
  Show it by: Describes a real problem, the options considered and the one chosen; Shows how the cause was found, not just the fix.
• Communication Supporting
  In the posting: “Clear communicator, good listener, 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.
• Ownership and accountability Supporting
  In the posting: “A well-rounded team player who takes ownership of (and pride in) your work”
  Show it by: Takes a task from start to finish without being chased; Owns a mistake and what was changed after it.
• Adaptability and learning Supporting
  In the posting: “Intellectually curious, and a willingness to embrace the uncertain”
  Show it by: Describes learning something new quickly and using it; Shows a change of plan and how they adjusted.

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