Partner Support Specialist

A Partner Support Specialist at Via is responsible for managing daily transit operations, troubleshooting live issues, and collaborating with various teams to enhance our services. This role requires quick decision-making and a proactive approach to ensure riders receive excellent service.

To qualify for the Partner Support Specialist position at Via, candidates should excel in fast-paced environments, demonstrate strong decision-making skills, and possess effective communication abilities. A detail-oriented mindset with an ownership mentality is also desired.

The Partner Support Specialist position at Via involves working 4-5 days a week, including evening and weekend hours. As this is an in-person role based in Green Bay, WI, flexibility in scheduling is key.

The hourly salary range for the Partner Support Specialist role at Via is between $18 and $20, depending on the candidate's experience and skills. This is in addition to a comprehensive benefits package including free medical plans and 401K matching.

Successful Partner Support Specialists at Via need to be detail-oriented, proactive, and great communicators. They should be comfortable with making decisions on the fly, managing multiple tasks, and have a strong dedication to improving processes.

When dealing with high-pressure situations, I prioritize staying calm and focused. I take a moment to assess the problem and gather necessary information before making a decision. Collaboration with team members can also help in resolving issues more effectively.

I once encountered a situation where two team members had differing opinions on how to approach a task. I facilitated a discussion where each could present their viewpoint, which led to a compromise that combined the strengths of both approaches.

I utilize a combination of urgency and importance to prioritize my tasks. I keep a running list, making sure to assess deadlines and the impact of each task on our overall goals to determine what needs my immediate focus.

In such cases, I rely on my experience and understanding of similar situations, weighing the potential outcomes. If permissible, I would consult with team members or seek guidance to ensure the best possible decision is made.

I believe in active listening and empathy when dealing with customers. I communicate transparently about the situation and take immediate actions to resolve their concerns, ensuring they feel supported and valued throughout the process.

I have extensive experience troubleshooting operational issues by first identifying the root cause. I've found it effective to gather real-time feedback from relevant parties and leverage that information to implement swift and effective solutions.

Via's mission to create sustainable and efficient public transportation aligns with my passion for innovative solutions. I admire Via's commitment to accessibility and its efforts in utilizing technology to improve transit systems for diverse populations.

I would first listen carefully to the customer's concerns, validate their feelings, and gather all relevant details. I would then work to find a satisfactory solution or escalate the issue if necessary, ensuring clear communication throughout.

I have experience with various CRM and operational management tools, as well as data analytics software. These tools help streamline communication, manage tasks, and analyze data for better decision-making in operational scenarios.

I'm excited to work as a Partner Support Specialist at Via because I believe in the transformative power of technology in transportation. Joining a forward-thinking company that prioritizes sustainability and community impact aligns with my career aspirations.