Operations Agent – Trust and Safety at Rover.com

Provide inbound and/or outbound customer service for users in crisis.
De-escalate and educate callers, through clear and accurate exchange of information that leads to a successful resolution and improved marketplace safety.
Generate and respond to support tickets, emails, and SMS messages in support of resolving active customer incidents e.g. emergency pet care.
Escalate incidents that require further investigation to the appropriate department.
Take on ad-hoc duties/projects as assigned by business management as needed.
Put our user’s first by helping them with empathy and confidentiality in difficult situations.

3+ years of experience as a Customer Service Representative in a non-scripted contact center environment or related field
2+ years of experience working in a fast-paced, high volume and high stress environment.
Experience in a veterinary clinic/pet industry is preferred
Ability to remain empathetic, and compassionate in high stakes emergency situations, and guide customers to efficient solutions.
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.
Ability to work independently with limited supervision
Experience maintaining composure in complex situations
Ability to make quick and thoughtful decisions under pressure in an ambiguous environment
Experience identifying root causes of customer service issues and areas of improvement while providing feedback to internal stakeholders
Able to quickly take accurate typed notes and while talking to members of the Rover community.
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

Link to apply

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