Customer Support Specialist, Internal Escalations (Inbound Phone)

Customer Support Specialist, Internal Escalations (Inbound Phone) Department: Community Operations Team: Support Operations Location: Chicago, United States Type: Full-Time **About the Role** At Uber, we believe that providing the highest quality support is a core feature of our product experience. Customer Support Specialists are empathetic and skillful communicators who resolve issues and answer questions for our valued customers. They are always looking for unique and exciting ways to help others, solve problems, and improve future experiences. Customer Support Specialists make magic, turning unhappy users into our most passionate evangelists. **What You'll 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 experience in retail hospitality , or customer service in-person or contact center environment (with focus on modaliities associated with specific LOB) - 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, or Journalism - Support experience in a high-volume environment, such as service industries, retail, or hospitality - Crisis counseling experience - Ability to work weekends, holidays, and outside a standard 8 to 5 shift - Customer empathy – You have a deep understanding of the user experience and the ability to resolve customer support requests in thoughtful and creative ways