Sykes Sykes (Rover Customer Support) in Wise, Virginia
Rover Customer Service - Primary Phone
You create an exceptional, personal service experience across multiple contact channels, including voice
You communicate clearly and you listen carefully, demonstrating an outstanding attention to detail. You can explain just about anything to anyone, and you're capable of successfully providing solutions through chat, email and on the phone
You can think on your feet - You enjoy learning new things and can manage escalated conversations in a professional manner between both parties (owner and sitter), as well as outside parties such as vet clinics and boarding facilities
Based on customer feedback and your own experience, you proactively seek new ways to provide excellent customer support and how to improve Rover.com - and yourself
Where others are seeing problems, you are seeing solutions. You take responsibility and follow appropriate procedures to solve whatever problems your team, or our users, may face.
COMMITMENT TO ETHICS AND EQUAL EMPLOYMENT OPPORTUNITY: Sykes Enterprises, Incorporated is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies. SYKES is proud to be an equal employment opportunity employer. SYKES is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, national origin, ancestry, citizenship, disability/handicap, marital status, veteran status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. EEO.
Required qualifications, skills and experience
Contact center experience - in particular via phone (2 years)
Ability to be flexible in an ever-changing environment
Excellent communication and problem-solving skills
True team player mentality - your team members are more than coworkers to you and you bring your unique experiences and passions to your job every day
Exceptional oral and written English communication skills (C1 Level)
Bonus: Understanding of a two-sided marketplace (we support sitters and owners!)
Bonus: Passion for pets!
Desired qualifications, skills and experience
A typical day in the role may include the following:
Answer and prioritize incoming contacts from customers - primarily by phone
Provide personalized support for a range of questions and concerns
Independently utilize an internal knowledge base for assistance in next steps
Assist users in booking, cancelling, and/or modifying stays
Update account information and public-facing details
Serve as an expert on Rover policies and product features/functionality, helping users navigate the Rover platform
Escalate feedback based on customer experience
Provide World Class Customer Service in all contacts, with a wide range of complexity
Equal Employment Opportunity & Affirmative Action SYKES observes and supports all applicable laws and regulations concerning equal employment opportunities - regardless of race, color, religion, national origin, disability, gender, age, sexual orientation, or any other protected classification.