About the Role
The 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. Employees in the customer operations teams are responding to tickets submitted virtually by customers and offering in-person customer support.
This is a fixed hourly waged role and does not offer relocation assistance and visa employment sponsorship or transfers.
What You'll Do
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- 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.
- Highlight common ticket types/issues to the Team Lead
- Complete proactive outreach via phone and email to support Merchants
- Investigate case details to determine the root cause of issues
- Learn and master multiple applications and resources including contact management systems and knowledge bases
- Communicate quickly and effectively to internal and external stakeholders
- Triage and escalate urgent issues in order to drive them to resolution
- Complete thorough documentation and notation on customer contacts
- Provide feedback to leadership and program teams regarding processes and trends
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
Preferred Qualifications
- Ability to work weekends, holidays, and outside a standard 8 to 5 shift
- 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
About the Team
At Uber, we believe that providing the highest quality support is a core feature of our product experience. Customer Support Representatives for Merchant Support resolve issues and answer questions for restaurants using the Uber Eats platform. They are always looking for unique and exciting ways to help others, solve problems, and improve future experiences. Merchant Support Specialists make magic, turning unhappy users into our most passionate evangelists.
For Chicago, IL-based roles: The base hourly rate amount for this role is USD$22.75 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.
Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.