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Operations Agent - Trust And Safety (Contract)
Company | Rover.com |
Address | San Antonio, TX, United States |
Employment type | CONTRACTOR |
Salary | |
Category | Transportation, Logistics, Supply Chain and Storage |
Expires | 2023-05-13 |
Posted at | 1 year ago |
Who we are:
- De-escalate and educate callers, through clear and accurate exchange of information that leads to a successful resolution and improved marketplace safety
- Take on ad-hoc duties/projects as assigned by business management as needed
- Generate and respond to support tickets, emails, and SMS messages in support of resolving active customer incidents e.g. emergency pet care.
- Put our user's first by helping them with empathy and confidentiality in difficult situations
- Provide inbound and/or outbound customer service for users in crisis.
- Escalate incidents that require further investigation to the appropriate department
- Ability to work independently with limited supervision
- 3+ years of experience as a Customer Service Representative in a non-scripted contact center environment or related field
- Able to quickly take accurate typed notes and while talking to members of the Rover community.
- High school diploma
- Ability to establish a connection and trust over the phone, email and text platforms while empathizing with the customer and following the Trust and Safety policies and procedures.
- Experience identifying root causes of customer service issues and areas of improvement while providing feedback to internal stakeholders
- Familiarity with web based applications such as GSuite, CRM tools, and Telephony software
- 2+ years of experience working in a fast-paced, high volume and high stress environment
- Ability to make quick and thoughtful decisions under pressure in an ambiguous environment
- Ability to remain empathetic, and compassionate in high stakes emergency situations, and guide customers to efficient solutions.
- Experience in a veterinary clinic/pet industry is preferred
- Experience maintaining composure in complex situations
- Our equipment will require you to have a Cable, DSL, or Fiberoptic internet. For optimal connections, a connection speed of 100 mpbs is preferred
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