The Driver Outreach Specialist is pivotal in maintaining high efficiency and quality in the driver and delivery experience department. The perfect candidate should have exceptional computer and customer support skills. Moreover, this role will require outbound call and text communication with DeliverThat contract drivers. The goal will be to welcome new drivers to the platform, support their success, and get deliveries assigned to the appropriate drivers.

DUTIES AND RESPONSIBILITIES

Driver Experience

• Build relationships with drivers through various channels, including status calls, digital events, in-market events, and other initiatives.
• Provide delivery opportunities to drivers through calls and texts while educating them on the DeliverThat platform.
• Support drivers by addressing their questions, comments, and concerns, adhering to established service level agreements.
• Contribute creative ideas to enhance the overall experience and education of our drivers.
• Moderate and assist in managing the driver community through the Help Center.
• Assist in driver account reviews to enforce quality standards and contractor agreements.

Recruiting

• Collaborate with leadership to develop and implement solutions addressing driver supply needs.
• Conduct welcome calls to drivers in priority markets.

Technical Support

• Assist the technical team in identifying challenges related to Driver Experience and support processes.
• Effectively communicate technical issues to leadership, providing detailed information for swift resolution.

JOB KNOWLEDGE AND SKILLS

Understands job procedures and methods; demonstrates the ability to acquire necessary skills; understands how the job relates to others; makes effective use of resources; demonstrates skill in performing assigned tasks.

• Quality of Work - Produces work that is accurate and thorough; demonstrates a commitment to excellence and continuous improvement; ability to monitor quality of own work; applies feedback to improve performance; takes initiative to find ways to improve and promote quality work.
• Planning /Organizational Skills- Independently plans/prioritizes work; sets goals and objectives; displays appropriate sense of urgency toward top priorities; manages time efficiently; plans for additional resources; integrates changes smoothly.
• Dependability - Meets attendance and punctuality requirements; keeps commitments; accepts responsibility for own actions; follows instructions and responds to management direction; responds to requests for service and assistance; commits to doing the best job possible.
• Hospitality/ Interpersonal Skills - Maintains a feeling of hospitality with team members/drivers all times; displays tact and consideration; works actively to resolve conflicts; displays positive outlook/pleasant demeanor; always conducts self in a professional manner; assists and supports co-workers and guests.
• Communication - Expresses ideas coherently; demonstrates good listening and comprehension; always keeps others properly informed; selects appropriate communication tools.
• Initiative - Volunteers readily; undertakes self-development activities; seeks increased responsibility; takes advantage of opportunities; seeks creative ways to improve skills; asks for help when needed.
• Problem Solving - Identifies problems in a timely manner; gathers/analyzes information skillfully; resolves problems early; looks for alternative solutions; works cooperatively in group problem solving situations.
• Use of Technology - Demonstrates required skills; adapts to new technology; uses technology to increase quality and productivity of work; accepts training opportunities to improve technical skills.
• Personal Appearance - Always dresses appropriately for work; demonstrates acceptable personal hygiene and grooming habits.

PHYSICAL DEMANDS REQUIRED TO PERFORM ESSENTIAL FUNCTIONS

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to finger, handle or feel objects, tools, or controls; reach with hands and arms; and talk or hear. The employee frequently is required to stand, walk, stoop, kneel, crouch or crawl. The employee is occasionally required to sit, climb, balance, and smell. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Visual Demands: Near acuity, depth perception. Mental Demands: High oral comprehension and written comprehension. The employee may need to lift and/or move equipment up to 50 lbs.

This list is meant to be illustrative of the usual types of activities and working conditions for this position and is not intended to be all-inclusive.

WORKING ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Subject to pressure due to interruptions and meeting deadlines. Work areas are primarily indoors, in a climate-controlled environment. The employee occasionally works in outside weather conditions. The noise level is usually moderate. Wears personal protective equipment as required. May be unable to maintain proper social distancing at times due to guest needs or unforeseen circumstances that may arise occasionally.