Customer Experience Specialist
Apply NowLocation:
Atlanta, GA, US
Company:
SquareTrade is the fastest growing company of its kind, revolutionizing a $30b industry with innovation and exceptional customer satisfaction.
Summary:
In this role, you will assist customers with the claim filing process for consumer electronics and manage customer notes using CRM tools. Candidates should have customer service experience and strong knowledge of consumer electronics repair processes.
Requirements:
Technology: Salesforce
Hard Skills: Repair processes for consumer electronics, Transcription skills, Web navigation skills
Experience: Experience in a customer service setting, preferably in call centers, technical support, retail locations and/or consumer electronics, Strong knowledge of repair processes for at least one category of consumer electronics, Exceptional transcription & web navigation skills while providing quality phone support, Flexible thinker capable of grasping new processes and procedures quickly, Flexible to work a variety of shifts to meet business needs, including nights and weekends.
Job Description:
All incoming specialists will be trained into one of our Claims Queues: filing claims on mobile devices, laptops, and other consumer electronic items. As part of on-boarding, we offer full training on diagnosing technical issues and filing claims over the phone. This role is fully remote.
What You'll Be Doing:
- Assist customers with the claim filing process, including approving and denying claims
- Find and deliver solutions to common problems with consumer electronics, including creative problem solving as part of the claim-filing process
- Enter and maintain detailed and accurate customer notes via the Salesforce Customer Relationship Management tool
- Probing and performing repair diagnostics – on mobile devices, electronics, and other gadgets over the phone
- Be a part of creating and piloting new programs, including detailed recording of process documents
- Following the successful completion of the training program, specialists will be assigned a permanent shift. Shifts have the possibility of working nights and/or weekends.
You're our Ideal Candidate If:
