Your Responsibilities:

• Provide inbound and/or outbound customer service for users in crisis. 
• De-escalate and educate callers, through clear and accurate exchange of information that leads to a successful resolution and improved marketplace safety.
• Generate and respond to support tickets, emails, and SMS messages in support of resolving active customer incidents e.g. emergency pet care.
• Escalate incidents that require further investigation to the appropriate department.
• Take on ad-hoc duties/projects as assigned by business management as needed.
• Put our user's first by helping them with empathy and confidentiality in difficult situations.

Your Qualifications:

• 3 years of experience as a Customer Service Representative in a non-scripted contact center environment or related field
• 2 years of experience working in a fast-paced, high volume and high stress environment.
• Experience in a veterinary clinic/pet industry is preferred
• Ability to remain empathetic, and compassionate in high stakes emergency situations, and guide customers to efficient solutions. 
• High school diploma
• Ability to establish a connection and trust over the phone, email and text platforms while empathizing with the customer and following the Trust and Safety policies and procedures. 
• Ability to work independently with limited supervision
• Experience maintaining composure in complex situations
• Ability to make quick and thoughtful decisions under pressure in an ambiguous environment
• Experience identifying root causes of customer service issues and areas of improvement while providing feedback to internal stakeholders 
• Able to quickly take accurate typed notes and while talking to members of the Rover community. 
• Familiarity with web based applications such as GSuite, CRM tools, and Telephony software.
• Our equipment will require you to have a Cable, DSL, or Fiberoptic internet. For optimal connections, a connection speed of 100 mpbs is preferred