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uBreakiFix Customer Support Specialist

Company: Asurion
Location: Orlando
Posted on: December 5, 2019

Job Description:

JOB DESCRIPTION Summary/Objective The role of the Customer Support Specialist is to deliver an excellent customer experience to both the internal and external customers, regardless of the situation. Adhering to the uBreakiFix 'promise' of keeping the customer's needs above all else should drive employee performance. The candidate must be confident in resolving customer opportunities independently by making sound business decisions and keeping brand recognition and the ultimate customer experience at the forefront of their interactions. uBreakiFix Core Values Care for People: People are greater than tech. Focus on Quality: Take Pride in Your Work Work with passion: We love fixing things! Make it Better: Constantly Innovate. Stay Humble: Never Stop Learning Essential Functions Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Help to resolve customer concerns that come to the home office in Orlando while ensuring a high level of customer satisfaction and identify cases that need to be transitioned to the Escalations team. Provide recommendations for customer issue resolution. Convert customer contacts to a minimum of 80 appointments per month for uBreakiFix stores. Create and administer customer feedback programs Manage website chat and support email response team, with the ability to attentively manage up to 5 chats at the same time. Manage support line response team Manage Reputation management on review sites and social media Respond to customer feedback on social media and other websites Make recommendations to improve the customer experience based on data. Competencies Exhibits outstanding customer service skills, previous customer service/relations experience. Ability to make decisions quickly. Works well in a team environment. Experience with social media. Strong written and oral communication skills. A basic understanding of cell phones, tablets, and computers. Supervisory Responsibility This position has no supervisory responsibilities. Work Environment This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, and printers/scanners. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The job requires long periods of standing while teaching a class. Position Type/Expected Hours of Work This is a full-time position. Operations are seven days a week, 10:00 a.m. to 10:00 p.m. Candidates should have open availability. Travel No travel is expected for this position. Required Education and Experience High School Diploma or GED Preferred Education and Experience Six months of call center experience. Six months of working in a retail environment. Six months of experience working in customer service. Additional Eligibility Qualifications None required for this position. EEO Statement It is the policy of uBreakiFix to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, national origin, religion, sex (with or without sexual conduct), age, disability, alienage or citizenship status, marital status, creed, genetic predisposition or carrier status, sexual orientation or any other characteristic protected by law. uBreakiFix prohibits and will not tolerate any such discrimination or harassment. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. SUP07832 - Orlando - Florida - US - 2019/10/29

Keywords: Asurion, Orlando , uBreakiFix Customer Support Specialist, Other , Orlando, Florida

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