Kickstart Your Career with Purpose and Momentum at SendaRide!

At SendaRide, we're revolutionizing non-emergency medical transportation, and we’re just getting started. We’re looking for passionate professionals to join our growing team and make a real impact.

We are driven by a mission to make a difference through reliable and compassionate transportation, ensuring access to essential healthcare for those we serve. Our services play a vital role in improving health and quality of life by ensuring riders can attend critical medical appointments and access necessary services.  

The Service Recovery and Dispatch Coordinator plays a crucial role in ride recovery, addressing dropped rides, last-minute cancellations, and reaching hard-to-access locations. This role requires you to handle urgent calls, quickly assess situations, and effectively communicate with riders, drivers, and external partners via phone, chat, and email. You’ll calmly and professionally gather information and document critical details, all while maintaining a high level of service and reliability. You will work with both internal and external partners to provide an immediate solution within the necessary timeframe.

What We Offer

• Schedule: Monday - Friday 8 am-4:30 pm, central time zone. 

• A front row seat at a fast-paced start up experience explosive growth

• An opportunity to be a part of a team that values achievement, collaboration, and passion.

• Growth Opportunities: As a startup, we offer the unique opportunity to gain hands-on experience across multiple facets of the business. The effort and initiative you put in will directly translate to your personal and professional growth.

Compensation

• $17 per hour

• 100% Remote

• Paid Time Off

• Simple IRA with 3% employer matching

• Medical Benefits

What You'll Be Doing:

• Information Gathering: Ask clarifying questions to collect critical details such as rider location and urgency of trip.

• Dispatching: Coordinate with internal Care Partners and external platforms to ensure timely pickups and deliveries.

• De-escalation: Stay calm and composed when addressing distressed or agitated callers.

• Service Recovery: Proactively address potential service failures through outbound communication via phone, chat, and email.

• Collaboration: Work closely with transportation providers and care partners to ensure timely, reliable service.

• Documentation: Accurately record ride details in internal and external client systems upon completion.

• Service Updates: Keep riders informed of delays to maintain high service standards.

• Monitoring: Track vehicle locations in real time and ensure timely and completion of service.

• Problem-Solving: Address and resolve issues such as delays, breakdowns, accidents, or road closures promptly.

• Pinpoint Rides: Analyzing data to determine which client riders and rides require fare adjustments and working with Management to ensure completion.

Measurements of Success (metrics)

• Service Failure Rate: 0%

• Network Health: >99%

• Number of service recoveries performed

Measurements of Success (metrics) are subject to change to align with evolving business needs and growth initiatives.

Required Experience

• 1-3 years in Contact Center environment

• Preferably, 1 year in a Routing or Dispatch related role

• Geographical Knowledge, proficient in GPS navigation, route planning, and assessing traffic conditions.

• Proficient with routing software, GPS tools, and Microsoft Office for data entry and reporting.

• Ability to read, speak, and hear English

• High speed internet access

• Quiet dedicated workspace

• Minimum typing speed of 30 WPM

Physical activities and demands

• Remaining in stationary position, often standing or sitting for prolonged periods.

• Communicating with others to exchange information.

• Repeating motions that may include the wrists, hands, and/or fingers.

• Assessing the accuracy, neatness and thoroughness of the work assigned.

• Sedentary work that primarily involves sitting or standing.

Other Duties

• Protected Health Information (PHI): This position may have access to PHI and will be required to maintain HIPAA standards related to patient confidentiality.

• This position will have access to sensitive information and will be required to maintain confidentiality and adhere to established privacy and security policies, reflecting our commitment to ethical conduct and accountability.