Full-Time Customer Experience Specialist

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

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.

You're our Ideal Candidate If:

• 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
• High School diploma or equivalent
• Fully Bilingual in Spanish and English is preferred, but not required for this position

At SquareTrade you'll have access to:

• 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

The Team: http://www.squaretrade.com/leadership

Pay range for this role is $17-$20, depending on the level of experience & where the candidate resides.

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