Facebook pixel

Incident Response Specialist
Posted on 3/16/2023
Phoenix, AZ, USA
Experience Level
Desired Skills
Customer Service
  • 3+ years of experience in a high level or VIP customer support environment
  • You thrive in a fast-paced environment, driving and embracing process improvements
  • You have superb verbal and written communication skills with strong attention to detail
  • You are comfortable communicating with others within the organization in a prompt and professional manner and providing front-line perspectives on key issues
  • You possess advanced problem-solving and investigative skills, with a knack for uncovering, addressing, and getting to the root of any issue
  • You are a team player, with a positive mental attitude, high energy, high integrity, enthusiasm, sense of humor and a commitment to the mission
  • Experience using Zendesk, Kustomer or other customer service systems, Google Docs, MS Office, and incident management systems preferred
  • BA/BS or work equivalent required
  • Respond to both inbound and outbound customer escalations via phone and email to de-escalate and manage complex situations and circumstances
  • Act as primary point of contact and follow up consistently to ensure quick resolution but also to establish trust and repair our relationship with customers
  • Act as liaison between customers, Operations, Claims, and other Turo departments to resolve any issues by offering customer focused solutions or provide status updates with an elevated level of attention, care, and follow through
  • Research and meticulously document the customer's issue, desired resolution, and any other needs or considerations making sure internal notes are up to date
  • Collaborate with team to build processes and reduce escalations; proactively provide suggestions for process and policy improvements
  • Fulfill additional requests as needed to support the team and community

501-1,000 employees

Nationwide car rental marketplace
Company Overview
Turo is a car rental marketplace where travelers can book any car they want, wherever they want it, from a nationwide community of local car owners. Turo's mission is to reinvent the car rental experience and put the world's one billion cars to better use.