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Customer Service Representative, Concierge - Phoenix

Community Operations
in Phoenix, Arizona

About the Role

At Uber, providing amazing support that establishes trust for riders and driver partners-our community-is a core feature of our product experience. We invest in it and believe in providing the highest quality service executed in the smartest, most efficient way. Customer Service Representatives within our Center of Excellence (located at: 201 E Washington St, Phoenix, Arizona) are all about helping and educating both riders and drivers. We help people resolve their issues and turn unhappy users into our most passionate evangelists. The right candidate is always looking for unique and exciting ways to resolve problems with exceptional support and exceptional communication, ensuring that problems are resolved promptly while developing trustworthy relationships with our community.

Please Note:

Uber is dedicated to providing world-class customer support 24/7/365 . Individuals in this role can expect to work outside of normal business hours, including weekends and holidays. Schedules will vary and are subject to change based on business needs; we cannot promise or guarantee any specific shift or schedule.

What You'll Do

  • Resolve complex problems for customers quickly and with highest quality delivery using various support platforms (email, chat, phone)
  • Be able to learn and master multiple systems (knowledge base and various contact management systems)
  • Communicate quickly and effectively to various levels internally at Uber and externally to users as needed
  • Be a subject matter expert on processes and may help internal Uber CSRs as well as users with complex problem solving
  • Triage urgent issues, escalate to appropriate stakeholders, and drive them to resolution as necessary

What You'll Need

  • 1+ years direct customer-facing experience dealing with customers in person or on the phone.
  • Incredible empathy and understanding of both riders and driver partners alike
  • Ability to be an advocate for Uber's users and are passionate for the UBER and community experience
  • Comfort with holistic change in everything we do - we're the fastest growing startup of all time for a reason, things change here often!
  • Excellent organizational skills, integrity, and follow-through on tasks
  • Enjoyment from learning and looking for ways to innovate. You enjoy testing different support strategies and tracking results
  • Excellent written and verbal communication skills including ability to listen effectively; to confidently and diplomatically express opinions and voice concerns with other team members
  • Passion for helping others and creating support experiences that exceed users' expectations
  • Ability to troubleshoot problems and find speedy resolutions in high pressure situations
  • Must work well in a team environment, contributing to a synergistic work environment where people learn from one another and continuously improve processes on behalf of users
  • Support experience in a retail, hospitality or other concierge-level support environment
  • Ability to work weekend days and weekly evening shifts are required

Bonus Points If

  • Bachelor's Degree in Business, Communications, English or Journalism
  • Experience within a contact center space, especially dealing with high-value clients

About the Team

Uber Centers of Excellence (COEs) are contact management centers dedicated to providing world-class customer support to riders and drivers. Uber relies on the COEs to provide support for our community's toughest issues types, and incubate support for new products, support modalities, and processes. The COE network pioneers how Uber manages support for our community of rider and driver partner around the globe.

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 600 cities around the world.

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.