Uber Merchant Support Retention Specialist - Inbound 

United States, West Virginia 

289354946

About the Role

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.
• 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

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 .