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Operations Agent: Trust And Safety (Contract)
Company | Rover.com |
Address | United States |
Employment type | CONTRACTOR |
Salary | |
Category | Transportation, Logistics, Supply Chain and Storage |
Expires | 2023-07-30 |
Posted at | 10 months ago |
Who we are:
- Understand and meet expected personal metrics such as: Time to Answer, Time to Resolution, Customer Satisfaction Rating, and more.
- 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
- De-escalate and educate callers, through clear and accurate exchange of information that leads to a successful resolution and improved marketplace safety
- Thoughtfully, decisively and neutrally investigate Trust and Safety cases with medium complexity and high sensitivity while maintaining customer satisfaction and Rover’s Brand image.
- The potential review of graphic and emotionally charged content and incidents involving pets, owners and sitters
- Own decisions in holistic safety reviews where users may be removed from the platform for not following Rover Community Guidelines, Policies, or Terms of Service
- Escalate incidents that require further investigation to the appropriate department
- Gather necessary documentation to determine potential eligibility for Rover Guarantee claims.
- Take on ad-hoc duties/projects as assigned by business management as needed
- Provide inbound and/or outbound customer service for users in crisis.
- Able to quickly take accurate typed notes and while talking to members of the Rover community.
- Experience maintaining composure in complex situations
- Ability to work independently with limited supervision
- Familiarity with web based applications such as GSuite, CRM tools, and Telephony software
- Our equipment will require you to have a Cable, DSL, or Fiberoptic internet. For optimal connections, a connection speed of 100 mpbs is preferred
- Experience identifying root causes of customer service issues and areas of improvement while providing feedback to internal stakeholders
- 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
- 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.
- 3+ years of experience as a Customer Service Representative in a non-scripted contact center environment or related field
- High school diploma
- 2+ years of experience working in a fast-paced, high volume and high stress environment
- The cash compensation offered for this role will be dependent on the candidate's experience, qualifications, skills and abilities as demonstrated in the interview and hiring process
- In Washington State the hourly range is $19-$24 per hour.
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