Team Lead, Network Service

YOUR MISSION: As a key member of the network team, you are the first engagement opportunity to our service provider for your region. Your focus is to build, grow, engage and drive Urgently’s efforts to be in a first-class partnership with our service provider network.  Your mission is to resolve tickets of technical inquiries, payment challenges and general account inquiries. You drive to completion a service provider resolution matrix that will assist in the growth of the Urgently brand in your territory.  You engage, react and solve strategy deepens our commitment in being a valued partner to our Service Network. 
 

YOUR LEGACY: You achieved consistent contact and flow of communication with our service network. You removed barriers that prevented the service provider from doing business with Urgently.  You played an integral part in relaying potential opportunities and challenges to the territory team. You will assist in onboarding and ensuring new service providers have the tools necessary to be a successful Urgently provider.  These efforts will be visible in helping Urgently reach its goal of being the leading provider of roadside assistance. 

WHAT YOU’LL BE RESPONSIBLE FOR:  

• Contact a minimum of 10 service providers daily to define and categorize their feedback. 
• Document and update network supervisor the challenges and opportunities from providers daily  
• Resolve provider inquiries or assign to appropriate departments for path towards resolution 
• Document step by step instructions to allow Network Supervisor to diagnose the opportunity. 
• Follow up with new service providers to ensure a smooth onboarding to Urgently 
• Maintain a case resolved ratio that is in line with established goals for the team 
• Assist out of network and manual dispatch events that need market intelligence and experience to resolve 
• Engage with the service provider network and act as the initial primary contact 

WHO YOU ARE: 

• Your primary purpose is to be of assistance. You are devoted to our service providers and are obsessed with making them successful. 
• You are able to work both independently and in a team environment  
• You have strong verbal and written communication skills and able to get your message through to peers and supervisors and providers 
• You are able to stay on task and maintain organization with various interruptions and or distractions 
• You are a self starter and can accomplish objectives with minimal oversight 
• You should be detail oriented in a way that allows someone to follow your instructions and recreate an event without your oversight 
• You are able to be flexible with changing priorities 

THE NITTY GRITTY: 

• Location = Great news!  This position is remote and you have the option of working from anywhere in the U.S.!  Successful candidates for this position must be located outside of California.  It is also our expectation that all work for this position will be conducted outside of the state as well. 

• Manager = You’ll report to Network Supervisor 

• Compensation = The starting hourly rate for this position is $17.50.  Individual pay is determined by job-related skills, experience, and relevant education or training. 

• Benefits = At Urgently, we have awesome benefits!   We provide short term disability, long term disability, and life insurance to you - all free of charge! We also offer three different medical plans to choose from, two dental plans, a vision plan, and other valuable benefits. You’ll have 12 holidays off and you accrue between 10-20 days of paid time off annually based on your years of service.  We match 100% on the first 3% you contribute to our 401(k)and then 50% of the next 2% you contribute. So, if you contribute 5% of your paycheck, we’ll match 4% of that.  Free money!