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Operations Agent Ii - Resolutions & Veterinary Claims Team
Posted on 3/15/2022
Spokane, WA, USA
Experience Level
Desired Skills
Customer Service
Social Media
  • Love for pets and people and a desire to keep them safe
  • Commitment to doing what is best for the customer and the company
  • Capacity to neutrally and empathetically review all sides and perspectives of a situation
  • Ability to multitask and crush sometimes repetitive work while maintaining strong ownership
  • Sound judgment, exceptional instincts, and a strong moral compass to help you solve problems quickly, sometimes with limited information
  • Desire to question policies to create the most efficient workflows for yourself and others
  • An analytical mind and calm demeanor that recognizes trends and patterns in everyday work
  • A knowledge of best practices for engaging with users on social media platforms
  • Attention to detail
  • Strong written and verbal english communications skills
  • A commitment to continuous learning, growth, and improvement -- for yourself and others
  • Comfort with a fast-paced, rapidly changing, and often ambiguous environment
  • A tech-savvy, data-driven decision-making process
  • Determination and a strong work ethic
  • Excitement to make a meaningful contribution to the team from day one!
  • 1-2 years of Customer Service experience, or equivalent education or certification
  • Any of the following: Veterinary or Animal Health experience, Insurance Industry/Claim experience, Public relations/communication experience and/or Experience with social media monitoring and response
  • Strong verbal and written communication skills
  • Be an unwavering customer advocate with a commitment to offering World Class Customer Service
  • Support peers in mutually achieving teamwide goals and SLAs
  • Prioritize and multitask inbound customer contacts by phone, email, social media, and/or chat
  • Manage a large volume of dynamic customer contacts with attention to detail, ownership, and follow-through
  • Educate users on how to maintain safety and security while being a responsible member of the Rover community
  • Handle escalated customer contacts and confidently escalates concerns to your leader when appropriate
  • Engage with users and non users through a variety of social media platforms in both challenging and delighting situations
  • Thoughtfully, decisively, and neutrally investigate incidents with low to high complexity and potentially high sensitivity
  • Understand and meet the expected team and personal metrics such as Time to Answer, Time to Resolution, Customer Satisfaction Rating, and more
  • Work with teammates and leadership across multiple locations to surface risks to customer experience and suggest policy improvements and tool and workflow enhancements
  • Actively participate in team meetings, generating ideas and offering problem-solving solutions
  • Own your mistakes and incorporate feedback and coaching in order to improve
  • Maintain high levels of confidentiality
  • Investigate complex veterinary claims with due diligence
  • Mitigate loss by preventing unwanted activity on the site
  • Review flagged profiles, social media conversations, and reviews
  • Problem-solve complex situations to maintain customer satisfaction and Rover's Brand image
Desired Qualifications
  • Bachelor's Degree or equal experience
  • Used Rover as an owner or a sitter
  • Experience working with CRM tools and/or ZenDesk
  • Experience providing phone, email, and/or chat support
  • Demonstrated knowledge of Google Docs/Sheets or similar
  • Startup experience

201-500 employees

Pet-sitting & dog-walking platform