Customer Support Specialist, Internal Escalations (Inbound Phone)Support Operations, Community Operations in Chicago, Illinois

• Full Time

About the Role

At Uber, we believe that providing the highest quality support is a core feature of our product experience. Customer Support Specialists are empathetic and skillful communicators who resolve issues and answer questions for our valued customers. They are always looking for unique and exciting ways to help others, solve problems, and improve future experiences. Customer Support Specialists make magic, turning unhappy users into our most passionate evangelists.

What You'll Do

Resolve high volume of customer contacts through various support modalities which may include inbound and outbound calls, email, chat, and tickets

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 and trends

Provide feedback to leadership and program teams regarding processes and trends

Basic Qualifications

FOR INTERNALS: At least 6 months experience in retail hospitality, or customer service in-person or contact center environment (with focus on modaliities associated with specific LOB)

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

• Bachelor's Degree in Business, Communications, English, or Journalism
• Support experience in a high-volume environment, such as service industries, retail, or hospitality

Crisis counseling experience

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$27.30 per hour.

You will be eligible to participate in Uber's bonus program, and may be offered other types of comp. All full-time employees are eligible to participate in a 401(k) plan.

You will also be eligible for various benefits. More details can be found at the following link.

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuels progress. What moves us, moves the world - let's move it forward, together.

Uber is proud to be an Equal Opportunity 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.