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Job Description
You will 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.
This role is based in our Orlando office. Training will be in person; upon successful completion, employees will transition to a hybrid schedule, working part-time from home.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 six week training program.
- Specialist New Hire Training is Monday - Friday 9 a.m. - 6 p.m for six weeks.
- 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.
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.
Additional Information
Some of the benefits of working @Squaretrade include:- Not feeling stuck! This team has exposure to many different parts of the business, making transitioning easywe work on developing careers based on what people enjoy!
- Competitive salaries, Benefits (Medical, Dental, Vision), PTO, 401k matching
- Respect for your work-life balance
- A paid volunteer day to give back to the community
The Team:http://www.squaretrade.com/leadershipSquareTrade is an Equal Opportunity Employer
The candidate(s) offered this position will be required to submit to a background check, which includes a drug screen.