Care Shopper Support Advocate

OVERVIEW

The Care team is focused on supporting our ecosystem of customers, shoppers, retailers, and internal team members through direct support and scalable solutions. We are a service-centric and analytics-driven team that thinks upstream to implement solutions that delight our community, improve performance, and scale through better automation, process, and product experience.

You will be the voice of Instacart, fielding real-­time calls, and chats from our Shoppers. The ideal candidate is someone who is passionate about customer experience and knows what it means to go above and beyond as a promoter for the Instacart community! You must be calm in the face of chaos, caring and compassionate, and able to have a strong sense of emotional intelligence in difficult situations. Our squad consists of customer support professionals, dedicated to supporting customers via phone, email, and chat.

ABOUT THE JOB

• Build an outstanding, personalized service experience for users!
• Provide positive, fast, and complete support resolutions to users via various access channels
• Provide support to Shoppers
• Identify common trends within support interactions and call out appropriately
• Understanding of quickly identifying and resolving Shopper inquiries
• Act with the customer in mind and advocate for the user community
• Communicate optimally and exercise good judgment when interacting with Shoppers
• Infuse all interactions with emotional intelligence and perseverance
• Excellent attention to detail and ability to proactively solve for the customer

ABOUT YOU

MINIMUM QUALIFICATIONS

• Flexible schedule, willing to work non-traditional business hours and weekends. We operate in the morning, afternoon, and overnight shifts.
• Computer proficiency; capability to type at a minimum of 40 WPM
• High tolerance for stress, complexity, and change
• Diligent and punctual time management skills
• Strong writing skills and outstanding attention to detail
• Empathy and the ability to take initiative for the customer, our Shoppers
• Strong problem-solving skills ­with the ability to creatively resolve difficult situations
• Ability to quickly learn web­-based user support applications
• Ability to work in a fast-­paced environment, subject to rapid change and uncertainty
• High-level of familiarity with smartphone applications (iPhone and Android)Ability to hard wire to Ethernet
• Must have access to and be able to efficiently use a fully operational smart phone with an active carrier
• 25mb-50mb Internet Speed

Physical Requirements…

• Repetitive motion - ability to type frequently and regularly use the wrists, hands, and/or fingers
• Physical demands - sedentary work; sitting most of the time up to 8 hours daily and 40 hours weekly
• Ability to wear a phone headset
• Ability to effectively read the information on a computer in a fluorescent-lit office
• Extensive reading of work-related material requires considerable visual attention

PREFERRED QUALIFICATIONS

• Bachelor's degree or some college
• 1+ years of experience in fast-paced customer service environment