Customer Experience Specialist (3:00 p.m. - Midnight Shift)

SquareTrade is the only warranty provider with a five star rating for customer service, and it's all based around the idea of doing our very best to treat every customer right.

You will be based out of our Orlando site and be trained on our claims fulfillment process, and eventually on a more specialized, technical support team.  All incoming specialists will be trained into our Universal Claims queue: filing claims on mobile devices, laptops, and other electronic items.  As part of training, we offer full training on diagnosing technical issues over the phone.  This next New Hire Training class will begin on Monday, January 7, 2019.

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 CRM
  • Performing repair diagnostics – on cell phones, devices, electronics, and other gadgets over the phone
  • Be a part of creating and piloting new programs, including detailed recording of process documents
  • This position is exclusively for the 3:00 p.m. - Midnight shift. Specialists who work this shift will receive a $1/hour pay differential. 
  • The required 9 week training program will be Monday - Friday 9 a.m. - 6 p.m.  Following the Training, specialists will then transition into the evening shift.

Qualifications: 
  • Experience in a customer service setting, preferably in call centers, technical support, and/or consumer electronics
  • Knowledge of repair processes for at least one category of consumer electronics (cell phones, tablets, etc.) Strong transcription & web navigation skills while providing quality phone support
  • Flexible thinker capable of grasping new processes and procedures quickly
  • Adaptable to new process changes
  • Bilingual in Spanish is a plus but not required for this shift.

SquareTrade is the top-rated protection plan trusted by millions of happy customers and offered by top retailers including Amazon, Costco, Staples, Sam's Club and Target. We have more than 225,000 fans on Facebook, consistently win industry awards and have received tens of thousands of 5-star reviews. We are disrupting the Global extended warranty market with a consumer-centric offerings awesome customer service - SquareTrade is the Zappos of protection plans! 

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