What are the responsibilities and job description for the Associate Driver Success Manager - DTS position at 3MD Inc.?
Job Description
Job Description
Summary of Position :
The Associate Driver Success Manager is the direct support for our drivers. They are responsible for responding to and resolving driver inquiries, and escalating where appropriate to the Driver Success Manager. They also monitor driver hardware / software and driver dashboards. They review all driver communications and rider feedback for accuracy and consistency. This position is integral to the growth and retention of our community of drivers, addressing questions and feedback from existing driver partners, making outbound courtesy calls to new members of the community, and helping to maintain and enhance the exclusive driver culture that makes us an industry leader.
Essential Functions :
- Essential requirements for this role is bilingual proficiency in Spanish.
- Ensure all assigned Tier 1 and Tier 2 inbound inquiries (tickets, phone calls, callbacks) are successfully resolved and align with team performance and SLA expectations
- Follow up with assigned customers and clear out assigned follow-up buckets to ensure the customer is satisfied with the resolution and to further assist as needed
- Identify and suggest improvements to existing support processes or tools
- Complete assigned training and review documentation to stay up to date on processes and new features
- Assess and test incoming hardware / software issues for potential bugs or areas for improvement
- Serve as a primary “driver advocate.” Share feedback to optimize driver and rider experience based on feedback / sentiment
- Review and monitor driver-facing products (tablet, Driver Dashboard, driver application)
- Summarize and communicate common issues to management
- Monitor the Octo-Live Dashboard on Tableau and Daily Teams bot each day for trends and potential support strategy adjustments. Metrics to review include :
- CSAT
- Churn
- Active Driver Count
- Develop internal documentation, templates, and snippets to help improve support processes
- Develop Help Center articles, Facebook posts, and other resources
- Review all driver communications and provide feedback
- Review and monitor driver dashboards and private Facebook pages for issues
- Also responsible for other Duties / Projects as assigned by business management as needed
Competencies :
Work Environment :
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.
Physical Demands :
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee in this position frequently communicates with other co-workers / clients who have inquiries about the various projects and other needs. Must be able to exchange accurate information in these situations. The employee must be able to remain in a stationary position 75% of the time. The employee in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc. Constantly operate a computer and office machinery such as a calculator, keyboard, copy machine, and printer. Frequently moves boxes with equipment weighing up to 25 lbs across the building and / or to other offsite buildings for various project needs.
Required Education and Experience :
Qualifications :
AAP / EEO Statement :
3MD Inc. is an equal opportunity employer and does not discriminate based on gender, sex, age, race and color, religion, marital status, national origin, disability, sexual orientation, gender identity or expression, veteran status, or any other category that is protected by applicable law.
Other Duties :
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
