Customer Support Specialist, Internal Escalations (Inbound Phone)

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.
*This is a fixed hourly waged role and does not provide relocation assistance and visa employment sponsorship or transfers*
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 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
• Ability to work weekends, holidays, and outside a standard 8 to 5 shift

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
• 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

About the Team
Customer Support Specialists on the Escalations team sit within Uber's Center of Excellence (COE) in Chicago, IL. COEs are contact management centers dedicated to providing world-class Customer Support to Uber customers (riders, drivers, couriers, eaters, restaurants, etc.). Uber relies on the COEs to provide support for our community's toughest issues types, as well as to incubate support modalities and processes for new products and services. COEs pioneer how Uber manages support for customers around the globe.
For Chicago, IL-based roles: The base hourly rate amount for this role is USD$26.50 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 https://www.uber.com/careers/benefits.