What are the responsibilities and job description for the Customer Support Specialist, Uber Direct position at Uber?
About the Role
At Uber, providing amazing support that establishes trust for riders and driver partners-our community-is a core feature of our product experience. We invest in it and believe in providing the highest quality service executed in the smartest, most efficient way!
Community Support Representatives are all about helping and educating customers. We help people resolve their issues and turn unhappy users into our most passionate evangelists. The right candidate is always looking for unique and exciting ways to resolve problems with exceptional support and exceptional communication, ensuring that problems are resolved promptly while developing trustworthy relationships with our community.
As an Elevated Direct Support Specialist (EDS), you’ll help support Uber’s growing New Verticals business with Pharmacy Deliveries.
Note: This role consists of a blended workflow of inbound/outbound phone calls and email support and requires a balance of independent case management and note-taking.
What You'll Do
- Resolve high volume of customer contacts through various support modalities including 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
- Complete thorough documentation and notation on customer contacts and trends
- Provide feedback to leadership and program teams regarding processes and trends
Basic Qualifications
- Ability to work weekends, holidays, and outside a standard 9 to 5 shift
Preferred Qualifications
- Professional proficiency in English and Spanish (bilingual preferred)
- 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
- Bachelor’s Degree in Business, Communications, English, or Journalism
- Support experience in a high-volume call center environment, such as service industries, retail, or hospitality
At Uber, we reimagine the way the world moves for the better. The idea was born on a snowy night in Paris in 2008, and ever since then, our DNA of reimagination and reinvention carries on. We’ve grown into a global platform moving people and things in ever-expanding ways, taking on big problems to help drivers, riders, delivery partners, and eaters make movement happen at the push of a button for everyone, everywhere.
We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let’s move the world forward, together.
Uber is proud to be an Equal Opportunity/Affirmative Action 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.
Uber is committed to a safe workplace. We have implemented COVID-19 safety protocols that meet or exceed local public health guidelines. Workplace safety remains our number one priority. As a result, Uber recommends all US- and Canada-based employees to be vaccinated in order to access any of our facilities; this is subject to change solely at the Company’s discretion.
For Phoenix, AZ-based roles: The base hourly rate amount for this role is $19.75 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.
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