About the RoleThe Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers, and Uber's Centers of Excellence (COEs) are contact management centers dedicated to making that happen 24/7. At our COEs, we hire Community Support Representatives, Managers, and many other important roles to support business needs and continued growth. Customer operations team employees respond to tickets submitted virtually by customers.You must reside in the United States to be considered for this position, as this role doesn't provide visa sponsorship. This is a Hybrid position, and onsite work is required.What You'll Do
Demonstrate empathy while solving customer concerns
Deliver high-quality customer support and customer satisfaction while solving complex inbound or outbound customer issues which may not have a well-documented procedure, and where relevant to the line of business, outbound phone support
Work on both phone and ticket-based cases, if relevant, and resolve escalations
May perform root cause analysis and present findings
Highlight common ticket types/issues to the Team Lead
The position is an hourly customer support role with a set wage. Uber does not provide visa sponsorship and/or relocation support for this role.Basic Qualifications
FOR INTERNALS: At least 6 months of experience in retail, hospitality, or customer service in-person or contact center environment
FOR EXTERNALS: At least 1 year of experience in retail, hospitality, or customer service in-person or contact center environment
Comfortable operating in multiple modalities
Ability to work weekends
Preferred Qualifications
1+ Years of customer service experience
Customer empathy - You have a deep understanding of the user experience, and the ability to resolve customer support requests in thoughtful and creative ways
Strong written and verbal communication skills - You are an effective communicator and listener, and you adapt easily to varied communication methods
Collaboration - You value teamwork and contribute to a synergistic work environment where people learn from one another
Strategic problem solving - You can leverage multiple resources to inform and support critical decisions.
Excellent organization - You effectively prioritize work to target the highest-impact issues first.
Optimism - You are motivated by a challenge, and you approach problems with a positive attitude
Ability to remain calm under pressure - You troubleshoot problems and find speedy resolutions in high-pressure, time-sensitive situations.
Desire to learn - You're a highly motivated self-starter with an eagerness to learn and grow, and you are receptive to feedback.
High flexibility - When the only constant is change, you're ready to roll with the punches
Bachelor's Degree in Business, Communications, English, or Journalism
Support experience in a high-volume call center environment, such as service industries, retail, or hospitality
Bonus Points: proficiency in English and Spanish (bilingual preferred)
About the TeamAt Uber, providing amazing support that establishes trust for riders and driver partners- our community is a core feature of our product experience. We invest in it and believe in providing the highest quality service executed in the smartest, most efficient way!Community Support Representatives are all about helping and educating customers. We help people resolve their issues and turn unhappy users into our most passionate evangelists. The right candidate is always looking for unique and exciting ways to resolve problems with exceptional support and exceptional communication, ensuring that problems are resolved promptly while developing trustworthy relationships with our community.As an Elevated Direct Support Specialist (EDS), you'll help support Uber's growing New Verticals business with Pharmacy Deliveries.Note: This role consists of a blended workflow of inbound/outbound phone calls and email support and requires a balance of independent case management and note-taking.For Phoenix, AZ-based roles: The base hourly rate amount for this role is USD$20.50 per hour. You will be eligible to participate in Uber's bonus program, and may be offered other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form- https://docs.google.com/forms/d/e/1FAIpQLSdbY9Bv8-lWDMbpidF2GKXsxzNh11wUUVS7fM1znOfEJsVeA/viewform
