This content was reproduced from the employer’s website on September 8, 2022. Please visit their website below for the most up-to-date information about this position.
About the Role
As a Trust and Safety Specialist within the Phoenix Center of Excellence (201 E. Washington St., Phoenix AZ), you will work with a high level of urgency – utilizing strong emotional intelligence as a first responder for our most critical incidents. Investigators will need to balance emotional self-regulation with empathy in all communications, while also coordinating case creation through fact gathering via phone outreach. Careful attention to following support logic and skilled case organization/documentation will be a vital part of the role.
In-office presence at least half of the work week is an essential function of the role to ensure, in part, access to real-time, in-person coaching, training and support from the local management team to enable the successful delivery of customer support services.
What You’ll Do
- Manage a high volume, live queue of sensitive incidents and accidents that are often urgent or critical in nature and may involve explicit photos and/or verbal statements
- Perform thorough interviews with reporting parties using various support platforms (email, phone) to efficiently gather case information
- Maintain excellent interpersonal skills and professionalism while delivering best in class customer service
- Receive feedback for continuous case creation improvement while building and maintaining relationships with our Trust & Safety Investigations Team
- Employ critical thinking, emotional intelligence, and creative problem-solving skills to navigate sensitive cases and high severity safety concerns
- Represent our team with professionalism and subject matter expertise when shadowed by visitors from Uber HQ as well as new trainees.
- Learn and master multiple knowledge base and contact management systems
Basic Qualifications
- Minimum 1 year of urgent customer service support or relevant prior experience handling urgent and high-priority issues, such as accidents, safety concerns, issue remediation, and/or insurance loss or 1 year of Uber experience
Preferred Qualifications
- Willingness to work weekends, holidays and outside a standard 8 to 5 shift (Looking for overnight graveyard shifts)
- Pursuing degree in Criminal Justice, Business, or Communications
- Experience in Law Enforcement, Claims Liability, HR
- Experience with Crisis Management or Sensitivity Training
- Experience in interviewing or debriefing critical incidents either in-person or over the phone
- Ability to troubleshoot problems and find speedy resolutions in high pressure situations
- Excellent interpersonal skills and ability to establish trust and effective working relationships with others on an external and internal basis
- Commitment to excellence in behavior, performance and work product
- Organized and self-driven with an excellent ability to handle a large caseload
- Comfort with holistic change in everything we do – we’re the fastest growing startup of all time for a reason, things change here often!
- Strong written and verbal communication skills including ability to listen effectively; to confidently and diplomatically express opinions and voice concerns with other team members
- Experience in interviewing or debriefing critical incidents either in-person or over the phone
- Solid computer and time management skills
- Must work well in a team environment
