Geek Squad Customer Care Agent
What does a Geek Squad Customer Care Agent do?
The Geek Squad Customer Care Agent is responsible for responding, researching, resolving, and performing root cause analysis on Delivery and Installation escalations. The Geek Squad Customer Care Agent is responsible for the resolving of customer escalations via phone, emails, and/or forms related to install and delivery services to include but not limited to; product/property damage, system issues, product availability, reschedules, and status updates. Agents interact daily with retail stores, field support and external customers, Agents must demonstrate effective relationship building skills, polished communication and commitment to improving the customer experience. Agents are expected to deliver resolutions to customers both internal and external in a timely and satisfactory manner.
Job responsibilities include:
Researches, resolves and performs root cause analysis for Delivery and Installation Customer escalations relating to issues such as damage, scheduling and other product issues/problems.
Develop root cause analysis on every escalation to be able to support process improvement teams and solve issues long term.
Partner with relevant business partners to resolve escalations within service level agreement time frames.
Responsible for end to end completion of escalation within their queue and daily management of escalation queues.
Responsible for coordinating client communication for product and service delays.
Single point of contact for customers and/or field partners with escalations within individual queues.
Communication through updated case notes in all required systems (Breeze, OMS, FMS) that are clear and concise, updated appropriately.
Collects insights and provides feedback to leadership team and business partners to faciliate continuous improvement in operational effectiveness and the customer experience.
Responsible for coordinating efforts and communication for customers and field partners to resolve escalations.
Employing multiple Best Buy systems (Breeze, OMS, ETK, SOP, STAR/NOVA, FMS) to effectively and efficiently resolve escalations.
What are the Professional Requirements of a Geek Squad Customer Care Agent?
1 year of experience in the Services, Merchant or Retail space
Strong written and verbal communication skills
Basic level of knowledge in the use of personal computers, laptops, and desktop as well as the ability to navigate Windows, Apple, and Android based operating systems
Auto Req. ID642491BR
Job LevelIndividual Contributor
Employment CategoryPart Time
Address84 MIDDLESEX TPKE