Customer Experience Specialist - Trust and Safety

 

Description:

Rover’s Trust & Safety team is responsible for supporting Rover's reputation by providing excellent customer care through prevention and problem resolution of issues that pose a risk to the company. The Trust & Safety team also resolves any possible risk to customers or anything that could negatively impact the customer experience through incident investigation, analysis, and enforcement of Rover.com terms and conditions. We work with business groups to recommend process and policy changes that improve the customer experience. As a member of our team, you treat customers as part of our community, because we are all passionate about the same thing. You never settle for good enough and always go above and beyond for a customer. You take the initiative to improve yourself and Rover. You see your co-workers as a family, not just a team. You can get a little weird and laugh at yourself. You bring your unique experiences and passions to your job every day. Viewed as a Leader and change maker with proactive solutions and ideas, to ensure Rover’s success.

* This is a full-time position, with scheduled 8-hour shifts with an inclusive of a 30-minute lunch. This position is for daytime shifts at our new Spokane office with days off being consecutive weekdays. (i.e. must be available to work both weekend days) This position would require the ability to travel to Seattle for training.

Job Responsibilities:

  • Be a customer advocate every day
  • Investigate complex claims with due diligence
  • Support customers via phone and email channels
  • Provide de-escalation and empathy during sensitive situations
  • Demonstrate outstanding attention to detail, ownership, and follow-through
  • Problem solve complex situations
  • Maintaining high levels of confidentiality while performing investigations
  • Review flagged profiles, conversations, and reviews
  • Work with remote Management to suggest policy improvements and tools
  • Work with the remote teams to proactively recognize online and offline risks by performing account investigations and mitigating losses by preventing unwanted activity on the site.
  • Clear communication with remote team on shared issues and projects
  • Educating users on how to maintain safety and security, while using Rover responsibly
  • Actively participate in team activities/meetings by generating ideas and offering solutions to problems faced.
  • Willing to work weekends and be comfortable with a flexible schedule

Required Skills:

  • 1-3 years of Vet Tech experience or 1-3 years of Insurance industry experience
  • Able to quickly evaluate a situation to provide support and de-escalation tactics
  • Strong written(email) communication skills
  • Strong verbal(phone) communication skills
  • Detail Oriented - you do your due diligence when completing an investigation
  • Ability to learn and adapt to new technologies
  • Ability to analyze data for patterns
  • Solid judgment and a strong moral compass
  • Excellent problem solving, critical thinking and customer service skills
  • Idea-driven, confident and articulate – ready to make a meaningful contribution to the team from day one
  • Great interpersonal skills

You Bring:

  • Passion for dispute resolution
  • Determination to do what is best for the customer
  • Calm demeanor and empathy
  • Ability to work through complex situations with minimal supervision
  • Ability to multitask while maintaining strong ownership
  • Ability to view all sides and perspectives of a situation
  • 1-3 years of experience in claim investigation or customer experience
  • Love dogs and technology

Bonus Skills:

  • Bachelor’s Degree or equal experience
  • 1-3 years of supervisory experience in claim investigation or customer experience
  • Used Rover.com as an owner or a sitter
  • Experience providing phone, email, and chat support
  • Animal Health and Wellness experience
  • Animal Training experience
  • Professional education in Animal behavior or Animal Sciences
  • Public relations/communication experience
  • Additional Insurance, Legal, and/or Vet Tech experience

Benefits of Working at Rover.com:

Rover.com is a marketplace website that provides pet owners with safe and loving homes for their pets while they travel. We are growing rapidly, which means enormous growth opportunities for everyone who comes on board. Rover is a place for driven and talented people to take ownership of initiatives and show what they can do; you won't have a better opportunity to shine than here at Rover.com.

Rover perks include:

  • Competitive compensation
  • Competitive benefits package (including medical, dental, vision, and life insurance)
  • Employee Assistance Program
  • 401k
  • Stock options
  • Paid time off
  • Holiday pay
  • Maternity and paternity leave
  • Incredible dog benefits
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