Customer Support Specialist, Internal Escalations (Phone)

What The Candidate Will Need / Bonus Points

What the Candidate Will Do

• Resolve high volume of customer contacts through various support modalities which may include 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
• Triage and escalate urgent issues in order to drive them to resolution
• Complete thorough documentation and notation on customer contacts and trends
• Provide feedback to leadership and program teams regarding processes and trends
  
  

Basic Qualifications

• FOR INTERNALS: At least 6 months of experience in retail, hospitality, or customer service in-person or contact center environment
• FOR EXTERNALS: At least 1 year of experience in retail, hospitality, or customer service in-person or contact center environment
  
  

Comfortable Operating In Multiple Modalities Preferred Qualifications

• Bachelor's degree in Business, Communications, English, Journalism, or a related field
• Experience providing support in a high-volume environment (e.g., service industries, retail, hospitality, or customer support operations)
• Crisis counseling or experience supporting individuals in high-stress or sensitive situations
• Availability to work weekends, holidays, and non-standard hours outside of a traditional 8:00 a.m. - 5:00 p.m. schedule
• Strong customer empathy with the ability to understand user needs and resolve support requests thoughtfully and effectively
• Excellent written and verbal communication skills, with the ability to adapt communication style across multiple channels
• Proven ability to collaborate effectively in a team-oriented environment and contribute to shared goals
• Strong problem-solving skills, including the ability to leverage multiple resources to support informed decision-making
• Excellent organizational and prioritization skills, with a focus on addressing high-impact issues efficiently
• Positive, solutions-oriented mindset when facing challenges or ambiguity
• Ability to remain calm and effective under pressure in time-sensitive and high-stakes situations
• Demonstrated willingness to learn, grow, and incorporate feedback
• High level of flexibility and adaptability in fast-paced, changing environments
  
  

For Chicago, IL-based roles: The base hourly rate amount for this role is USD$27.25 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., For Chicago, IL-based roles: The base hourly rate amount for this role is USD$27.25 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.