Remote Markets Agent

• This is a remote position*
  
  

DriveWhip is a mobility provider in the Washington, DC area, with offices in multiple cities, including Atlanta, that Leases/Rents vehicles to Uber, Lyft and other On-Demand or Rideshare drivers. As a ground floor member of an exciting new company all associates will be tasked with a variety of responsibilities. An appreciation for the pros and cons of start up culture is a must.

Our goal is to deliver superior customer service, respect, expertise and responsiveness to our customers. As stewards of our company, you will be responsible for awarding every customer with a positive rental experience.

Position Summary:

Remote Market Agents provide end-to-end remote support to customers throughout the vehicle pickup, usage, maintenance, and return process. Acting as the primary point of contact, agents assist customers via phone, email, SMS, and messaging tools to ensure a smooth customer experience. Responsibilities include coordinating vehicle setup and pickup, managing documentation, handling maintenance and repair issues, coordinating vendors and towing services, supporting accident and claims follow-ups, and ensuring timely customer and vendor communications. Agents work independently while collaborating with internal teams to ensure operational efficiency and customer satisfaction across remote markets.

Essential Duties and Responsibilities (include, but are not limited to the following):

• Assist customers with remote vehicle pickup through phone calls, SMS, email, and messaging platforms
• Guide customers through vehicle setup prior to pickup and ensure all required documentation is completed and submitted after pickup
• Update internal systems accurately with customer, vehicle, and service information
• Receive, document, and manage customer-reported issues including mechanical concerns, tire repairs or replacements, towing needs, and service requests
• Schedule service appointments with approved vendors and identify new vendors when necessary
• Follow up with vendors on repair status and payments until services are completed
• Conduct bi-monthly (every 10,000 miles) maintenance follow-ups for all assigned remote market vehicles
• Manage accident and claims follow-ups, ensuring customer and vehicle safety
• Collect vehicle condition reports, invoice customers for damages, follow up on payments, establish payment arrangements when applicable, and coordinate vehicle returns
• Coordinate vehicle retrieval from impound lots, including towing arrangements and payment follow-up
• Support customer requests related to vehicle swaps and upgrades
• Follow up with vendors regarding pending repairs, windshield replacements, and parts installations
• Coordinate parts orders from main offices and schedule repairs upon parts arrival
• Schedule towing services through approved vendors or third-party platforms such as Honk or Urgently and confirm service completion
• Assist customers with rideshare-related questions and app usage
• Perform daily outbound and inbound communications with customers, Tesla Service Centers, towing companies, impound facilities, repair shops, and other service providers
• Conduct collections follow-ups with customers regarding outstanding balances, negotiate payment arrangements, and track compliance
• Maintain organized records, follow-ups, and task tracking to ensure timely resolution of all assigned cases
  
  

Qualifications Required:

• Ability to work remotely and independently with minimal supervision, while the agent will join a daily meet session for support and daily Q&A
• Availability to perform outbound calls and ongoing customer follow-ups during assigned working hours
• Reliable internet connection, computer, headset, and phone access suitable for VoIP or cloud-based systems
• Strong customer service orientation with a problem-solving mindset
  
  

Education And Experience:

• High school diploma or equivalent required
• Post-secondary education in business, communications, customer service, or a related field preferred
• Prior experience in customer support, fleet operations, logistics, automotive services, call center operations, or collections preferred
• Experience working with vendors, service providers, or third-party platforms is a plus
  
  

Salary: $7.00 USD hourly

Skills And Abilities:

• Excellent verbal and written communication skills in English, Spanish is a plus
• Strong customer-focused approach with empathy and professionalism
• Ability to manage multiple cases, follow-ups, and priorities simultaneously
• Strong organizational and documentation skills with attention to detail
• Ability to negotiate payment arrangements and handle sensitive conversations professionally
• Problem-solving skills with the ability to think proactively and propose solutions beyond standard procedures
• Comfortable working independently within a team-oriented environment
• Ability to track tasks, deadlines, and follow-ups without direct supervision
• Proficiency with email, CRM systems, ticketing tools, spreadsheets, and messaging platforms
  
  

Job Performance Expectations:

The successful candidate will be expected to:

• Consistently manage outbound calls and customer follow-ups within assigned working hours
• Maintain professional, empathetic, and solution-oriented communication with customers, vendors, and service providers
• Accurately document all interactions, cases, and outcomes in Slack threads, CRM and ticketing systems
• Independently prioritize workload, track follow-ups, and meet deadlines with minimal supervision
• Proactively identify issues and propose resolutions beyond standard procedures when appropriate
• Handle sensitive payment or service-related conversations with professionalism and discretion
• Collaborate effectively with the team by participating in daily meetings and contributing to shared problem-solving
• Adhere to company policies, data security standards, and quality guidelines while working remotely
  
  

Education And Experience:

• Performance will be evaluated using the following KPIs:
  
  

○ Productivity & Efficiency

■ Outbound Call Completion Rate: Meet or exceed daily/weekly call targets

■ Follow-Up Timeliness: Percentage of follow-ups completed within defined SLA timeframes

■ Case Resolution Rate: Number of cases resolved per day/week/month

■ Task Completion Accuracy: Minimal rework required due to incomplete or incorrect handling

○ Quality & Customer Experience

■ Customer Satisfaction Score (CSAT) or Feedback Ratings

■ Call Quality / Interaction Quality Scores (based on tone, professionalism, empathy, and compliance)

■ First-Contact Resolution Rate: Percentage of issues resolved without escalation or repeat contact

○ Documentation & Compliance

■ CRM and Slack Accuracy Rate: Complete, clear, and accurate case notes and documentation

■ Policy Adherence: Compliance with procedures, scripts, and data handling requirements

○ Reliability & Accountability

■ Attendance & Schedule Adherence: Consistent availability during assigned working hours

■ Meeting Participation: Regular attendance and engagement in daily team sessions

■ Follow-Through Rate: Completion of assigned tasks and commitments without reminders

○ Negotiation Performance

■ Negotiation Effectiveness: Agreements reached while maintaining positive customer relationships

Work Environment:

Typical work environment includes desktop computing work using typical desktop computing equipment (laptop, keyboard, mouse, monitors, desk, chair) in an office environment and/or remote workspace environment.

Physical Demands:

• Ability to sit and use typical desktop computing workspace equipment - e.g. mouse, keyboard, monitor, phone - for extended periods of time.
• Manual dexterity to operate a typical desktop computing workstation.
• Ability to communicate both verbally and in writing, using virtual meeting and communication tools such as email, Google Meet, and Slack.
• Ability to lift and carry up to 15 pounds, if required.
• Reasonable accommodations will be made for qualified individuals with disabilities.
  
  

Equal Employment Opportunity:

Whip is proud to be an equal-opportunity employer. Whip is committed to providing equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type without regard to race, color, religion, sex (including gender, gender identity, gender expression, pregnancy, childbirth, breastfeeding status, or related medical conditions), age, sexual orientation, national origin, ancestry, marital status, military or veteran status, genetic information, disability (including physical or mental disability, medical condition, or medical leave), or any other characteristic protected by federal, state, or local law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Consistent with our commitment to equal employment opportunity, Whip will make reasonable accommodations for qualified individuals with disabilities. If you require an accommodation to perform the essential functions of your job due to a disability, please contact People Operations at recruiting@drivewhip.com to request an accommodation.

This EEO statement reaffirms our commitment to providing a workplace free from discrimination and harassment, in accordance with all applicable laws. We encourage all qualified candidates to apply for employment opportunities at Whip.

Compliance With Laws:

Whip employees are expected to comply with all federal, state, and local laws.

Disclaimer:

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of this position. Essential duties and responsibilities may be added or modified as necessary at any time.

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