Uncubed

Customer Experience & Trust (CET) Specialist

Lyft, Nashville, TN

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


The CET Specialist is a recognized expert within their team, focused on providing delightful and trustworthy customer experiences, mentoring associates, and assisting team leaders on multiple business initiatives. Specialists will lead by example, and be a resource for their line of business answering associate questions, helping to ensure customer satisfaction and delight, and executing NPS closed loop program. A CET Specialist will proactively identify operational improvement and participate in contributing to a speciality area or work cross-functionally within the customer experience team.  

The ideal candidate is enthusiastic about creating an unsurpassed level of service for the Lyft community, calm in the face of a storm, caring and compassionate, and is able to have a strong sense of empathy in difficult situations.

Responsibilities

  • Available and present on the floor for their team during their shift to help deliver best in class service for our team and our customers
  • Support the growth of the CET team through active engagement in the recruiting and onboarding process
  • Flexible, adaptable, and able to support new business initiatives to drive improvements for our customers and associates
  • Deliver an exceptional, personalized service experience for Lyft users, through all channels that our Safety and Experience teams cover (phone, email, social, etc.)
  • Provide friendly, timely support to escalated Lyft drivers and passengers via phone, chat, social or email
  • Execute NPS program calling detractors, passives, and promoters
  • Proactively identifies operational improvements
  • Assisting in the maintenance of team knowledge base (Agent Help Center, Workflows, Process Improvements, etc.)
  • Mentor associates related to their line of business
  • Active participant in Lyft's culture. Participates in community events - Represents CET Mindset (scrappy, owner, accountable, customer focused)

Experience & Skills

  • Flexible schedule, willing to work non-traditional hours, weekends and holidays to support our customers and associates
  • Demonstrated ability to work cross functionally and collaboratively in a team
  • Trusted and able to operate autonomously in their role with limited supervision
  • Dependable and punctual with time management skills
  • Strong writing skills and impeccable attention to detail
  • Demonstrates empathy and the ability to take initiative on doing the right thing for the customer
  • Advanced problem-solving skills ­with the ability to think creatively to resolve difficult situations
  • Ability to quickly learn web­-based user support applications
  • Comfortable in a fast-­paced environment, subject to rapid change and uncertainty
  • High level of comfort and familiarity with the Lyft app and supporting technology
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/