**Customer Service Agent - Fraud and Customer Success (Spokane)**

Spokane / Customer Experience / Full-time **Who we are:** connects pet parents with the worlds largest network of pet sitters and dog walkers. On Rover, pet parents can easily discover, book, and manage personalized care for their dogs including pet sitting, dog walking, and doggy day care. Founded in 2011 on the belief that everyone should have the opportunity to experience the unconditional love of a dog, Rover improves and simplifies life for pet parents and the dogs they love.

Our global headquarters are in Seattle, Washington in the United States, working closely with our teams in Spokane, and Barcelona. We have a track record of being recognized as a great place to work, having been named among Seattles Best Places to Work in Seattle Business Magazine and the Puget Sound Business Journal for three years running. Were an agile, fast-growing company, and our leadership comes from some of the worlds most respected tech companies. Our pioneering approach to people and pups alike landed us on the list of GeekWires Next Tech Titan in 2019 and the Worlds Most Innovative Companies in 2018 by Fast Company. Needless to say (but were going to say it anyway)we love dogs, and we wouldnt dream of going to work without them by our sides.

**Who were looking for:** 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 can get a little weird and don't take yourself too seriously! You share your unique experiences and passions to your job every day. You are viewed as a leader and change-maker with proactive solutions and ideas, to ensure Rovers success. To be considered for this role, you must be able to work one or both weekend days, holidays, and be comfortable with a flexible schedule.

**More about the team:** Rovers Fraud & Customer Success Team is responsible for supporting Rover's reputation by providing excellent customer service through prevention and problem resolution of issues that pose a risk to the company. This specialized team resolves any possible risk to customers that could negatively impact the customer experience through incident investigation, claims management, analysis, education, and enforcement of terms and conditions. Additionally, the team routinely assists with customer contacts via inbound and outbound phone calls and tickets.

**Who we're looking for:** Our Fraud & Customer Success Team is seeking a dedicated and hardworking Fraud & Customer Success Agent I with a proven track record of performance and results-oriented thinking. As a Rover Team Member, you will be part of a team of people that investigate complex situations, help prevent fraud on the platform, remove bad actors from the marketplace, and provide guidance and support for customers during their journey to join the Rover platform. You will work closely with customers via email and phone on a daily basis to provide world-class customer service while also helping to maintain service level agreements. Love for pets and people and a desire to keep them safe.

Capacity to neutrally and empathetically review all sides and perspectives of a situation.

Comfort with a fast-paced, rapidly changing, and often ambiguous environment.

Ability to multitask and crush sometimes repetitive work while maintaining strong ownership.

Sound judgment, exceptional instincts, and a strong moral compass to help you solve problems quickly, sometimes with limited information.

A tech-savvy, data-driven decision-making process.

Understands and and can meet team metrics and SLAs.

Excitement to make a meaningful contribution to the team from day one!

**Your Responsibilities:**

Be an unwavering customer advocate with a commitment to offering World Class Customer Service

Review accounts and transactions that have been flagged as high risk

Investigate customer booking, messaging, and transaction patterns to identify fraudulent activity

Process criminal background checks of service providers

Prioritize and multitask inbound customer contacts by phone, email, and/or chat

Manage a large volume of dynamic customer contacts with attention to detail, ownership, and follow-through

Actively participate in team activities and meetings, generating ideas and offering problem-solving solutions

Work with teammates and leadership across multiple locations to surface risks to customer experience and suggest policy improvements and tool and workflow enhancements

Maintain high levels of confidentiality

Own your mistakes and incorporate feedback and coaching in order to improve

**Your Qualifications:**

Bachelors Degree preferred

1 years of Customer Service experience, or equivalent education or certification

Strong verbal and written communication skills

**Bonus Skills:**

1 year of experience working in fraud or risk management

Used Rover as an owner or a sitter

Experience working with ZenDesk and CRM ticket queues

Knowledge of payment systems (Stripe)

Comfortability using fraud detection and background check software(Sift and Sterling)

Rover is an equal opportunity employer committed to promoting a diverse, inclusive and inventive environment with the best employees. Were driven by seeing our people succeed and grow, and we work to ensure everyone contributes to their fullest potential. We consider all qualified applicants without regard to age, race, color, ancestry, national origin, religion, disability, protected veteran status, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable laws, regulations and ordinances.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.