SYKES is committed to the safety and wellbeing of our employees and our communities. In response to the current COVID-19 crisis, we are working with our partners to determine a solution that allows as many current and potential employees as possible to work from home. For those who must remain in an office environment, we are taking every precaution and following the guidance of public health authorities.

Sykes (Rover Customer Support)

Date Posted: 03/21/2020

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Job Description

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.

EEO statement

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

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