Customer Experience Specialist

Summary

Join SquareTrade, a rapidly growing company revolutionizing the consumer electronics repair industry, as an incoming specialist. You will receive comprehensive training to handle claims on mobile devices and other electronics. This fully remote role involves assisting customers with claim filing, diagnosing technical issues, and maintaining accurate customer notes in Salesforce. You will also contribute to new program development and potentially work nights or weekends after training. SquareTrade offers a supportive and inclusive work environment with various benefits.

Requirements

• 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
• High School diploma or equivalent

Responsibilities

• 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
• 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

Preferred Qualifications

• 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

Benefits

• Medical, dental and vision coverage with network optionality to support our dispersed workforce
• HSAs and FSAs
• Open access to mental health benefits including 1:1 therapy, coaching sessions and digital resources
• $75 monthly allowance to support self-care and well-being
• Up to 4% company match into 401(k)
• Supportive leave policies including paid parental, grieving and loss, and domestic violence protected leaves
• Paid Time Off
• Work flexibility
• Talent shares
• Tuition reimbursement
• Learning opportunities
• Hybrid work arrangements
• $80 monthly internet connectivity stipend
• Various corporate perks and discounts