Customer Experience Specialist

  • $14.00 - $15.00/hour
  • 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 or supervisory team.  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.

    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
    • Complete an in-depth eight week training program. 
    • Specialist New Hire Training is Monday - Friday 9 a.m. - 6 p.m.  The start date for our next Training Class will be Monday, September 9, 2019.
    • Following successful completion of training program, specialists will be assigned a permanent shift.  Shift has the possibility of working nights and/or weekends. 

    Qualifications:

    • 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 (cell phones, tablets, etc.)  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.  
    • Ability to type at least 60 wpm
    • Experience with Salesforce or another Customer Relationship Management tool is a plus
    • A desire to grow and develop into a more Technical oriented role, and/or Supervisory position. 
    • Fully Bilingual in Spanish and English is preferred, but not required for this position.

    Who We Are:

    SquareTrade is the fastest growing company of its kind. We’re revolutionizing a $30b industry with service innovation and attention to customer satisfaction. We partner with some of the largest, most sophisticated retailers and carriers in the world (Walmart, Target, Amazon, Costco, and T-Mobile to name a few), consistently win industry awards, have received tens of thousands of 5-star reviews… and we’re just getting started. A member of the Allstate family, SquareTrade has headquarters in San Francisco and London.

     
    The Team:  http://www.squaretrade.com/leadership  
     
    SquareTrade is an Equal Opportunity Employer and complies with the San Francisco FCO

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