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Operations Agent
Trust and Safety, Contract
Posted on 8/15/2022
Spokane, WA, USA
Experience Level
Desired Skills
Customer Service
  • 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
  • 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

201-500 employees

Pet-sitting & dog-walking platform