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Proactive Outreach Customer Experience Associate

Lyft, Nashville, TN

Lyft is your friend with a car, whenever you need one


The Proactive Outreach Customer Experience Outreach associate is a high-performing team member with cross-functional responsibilities and a broad understanding of subject matter relating to the Lyft platform. The ideal candidate is enthusiastic about creating an unparallelled level of service for the Lyft community. The ideal candidate is caring and compassionate, has a strong sense of empathy in difficult situations, and can remain calm in the face of a storm. 

The Proactive Outreach Customer Experience associate will be tasked with helping to innovate and improve upon the end-to-end customer experience by increasing retention and loyalty. We're looking for someone motivated to go above and beyond for our customers on a daily basis to instill trust in the Lyft platform.

Responsibilities

  • Create an exceptional, personalized service experience for Lyft usersInfluence future lifetime value for users through targeted initiatives to increase customer retention, usage, and satisfaction measured by NPS (Net Promoter Score)
  • Provide friendly, timely support to Lyft customers via multiple support channels including, phone, email, SMS and/or any future methods of communication
  • Complete tasks with minimal supervision, and know when to ask for help
  • Understand proactive resolution and think creatively to impact results of outreach
  • Proactively identify operational improvements and influence the direction of the Outreach team
  • Collaborate with peers and leaders across departments evaluating and developing solutions, to ensure an exceptional and seamless experience for our customers
  • Maintain ownership of assigned cases and follow up as necessary with customers throughout case resolution to completion
  • Active participant in Lyft's culture

Your Experience & Skills

  • Bachelor’s Degree or equivalent work experience preferred
  • 2+ years experience in customer service
  • Flexible schedule, willing to work off­ hours and weekends
  • Demonstrate technical/professional expertise through problem resolution, while maintaining composure in critical situations and clearly communicate with both internal and external customers at all levels
  • Confident in decision making, and takes initiative on doing the right thing for the customer
  • Experience with interfacing at “C-suite” level and demonstrates a proficient understanding of Lyft’s customer base and business challenges
  • Advanced problem-solving skills ­with the ability to think creatively to resolve difficult situations with a proven record of follow-through on assigned tasks
  • Comfortable in a fast-­paced environment, subject to rapid change and uncertainty
Lyft is an EEO employer that actively pursues and hires a diverse workforce, and pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records

About Lyft

Wherever you’re headed, count on Lyft for rides in minutes. The Lyft app matches you with local drivers at the tap of a button. Just request and go.

Ride by ride, we’re changing the way our world works.

Want to learn more about Lyft? Visit https://www.lyft.com/