Role Description

At UZURV, we are steadfast in our commitment to expanding access to safe, reliable, and dignified transportation for communities of health across the nation. As a rapidly growing technology company, we partner with healthcare organizations, municipalities, and other agencies to provide life-changing mobility experiences for riders who depend on consistent, compassionate service.

As a Customer Care Associate, you will serve as the first point of contact for our riders and program partners, acting as both a problem-solver and advocate. Through inbound calls and case handling, you’ll take a proactive and investigative approach—listening carefully, identifying root causes, and ensuring that every concern is resolved efficiently and with empathy.

Exceptional communication is essential in this role. You’ll engage daily with a diverse range of stakeholders, including riders, drivers, and clients—requiring professionalism, clarity, and collaboration in every interaction.

This is more than a support position—it’s an opportunity to make a tangible impact in people’s lives and contribute directly to UZURV’s mission of connecting individuals to care, independence, and opportunity through reliable transportation.

We are Currently Hiring for the Following Shifts:

• Tuesday – Sunday | 8:00 AM – 5:00 PM

Qualifications

• Minimum of 3 years of experience in customer support, hospitality, or a high-volume contact center environment, with a proven record of delivering exceptional service.
• Demonstrated empathy and emotional intelligence, with the ability to remain composed, compassionate, and professional in complex or high-stress situations.
• Exceptional communication skills (written, verbal, and interpersonal) with an emphasis on clarity, active listening, and a warm, professional tone.
• Solutions-focused and process-minded, with the judgment to follow established procedures while seeking opportunities to enhance the customer experience.
• Proficiency with modern workplace tools, including Slack, Zendesk, and Google Workspace, and an aptitude for learning new systems in a fast-evolving environment.
• Ability to work effectively in a remote setting, maintaining focus, confidentiality, and productivity within a private, distraction-free home office.
• Reliable high-speed internet connection (minimum 100 Mbps download / 50 Mbps upload) to support consistent communication and system performance.
• Successful completion of a background check is a prerequisite for employment.
• Must be located within 1 hour of Richmond, VA to allow for occasional in-person collaboration, training, or team events.
• Flexibility to support evening, weekend, and holiday operations when business needs arise.

Requirements

• Flexibility to support evening, weekend, and holiday operations when business needs arise.
• Willingness to participate in occasional in-office training sessions or meetings as required.
• A minimum of six months of successful tenure as a UZURV associate, demonstrating consistent performance and reliability.
• No active disciplinary actions or performance improvement plans within the past six months.

Competencies

• Deep familiarity with both program-specific and general UZURV Standard Operating Procedures (SOPs), with the ability to respond to questions with accuracy, confidence, and efficiency.
• Proven history of professional, courteous, and effective communication over the phone and across multiple channels, including chat, email, and SMS.
• Strong written communication skills with an emphasis on clarity, professionalism, and alignment with UZURV’s tone of care and respect.
• Demonstrated empathy, patience, and professionalism in all customer interactions—particularly in moments that require compassion and discretion.
• Excellent problem-solving abilities, with comfort navigating dynamic, fast-paced environments while maintaining a calm and solution-focused approach.
• Highly organized and detail-oriented, with the ability to manage multiple priorities, meet deadlines, and maintain accuracy in documentation.
• Proficiency with modern business tools and communication platforms, including Google Workspace, Slack, Zendesk, and NICE.
• Commitment to upholding UZURV’s mission of providing safe, reliable, and dignified transportation through every interaction and task.

Location

Richmond, Virginia

Department

Operations Support

Employment Type

Full-Time

Minimum Experience

Entry-level

Compensation

$21 Hourly