Customer Experience Specialist

SquareTrade; Phoenix (AZ); Remote; Full time

Job summary

SquareTrade, a rapidly growing company in the consumer services industry, seeks a Customer Experience Specialist to help customers file claims on mobile devices and consumer electronics. This fully remote role offers extensive training and requires strong customer service skills along with the ability to type quickly. Ideal candidates will have experience in customer service and a desire to grow in technical roles within the company.

Benefits

Medical, dental and vision coverage

Mental health benefits

$75 monthly allowance for self-care

401(k) company match up to 4%

Paid Time Off

Tuition reimbursement

$80 monthly internet connectivity stipend

Corporate perks and discounts

Qualifications

• Experience in call centers or retail customer service.
• Strong knowledge of repair processes for consumer electronics.
• Ability to work flexible shifts, including nights and weekends.

Responsibilities

• Assist customers with claims filing process.
• Diagnose technical issues over the phone.
• Record detailed customer notes via Salesforce.

Skills

Customer service experience

Technical support knowledge

Creative problem solving

Transcription skills

Web navigation skills

Ability to type at least 60 wpm

Education

High School diploma or equivalent

Tools

Salesforce

Job description

Company Description

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. We are currently expanding in Europe and Asia Pacific, including Japan and Australia.

Company Description

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. We are currently expanding in Europe and Asia Pacific, including Japan and Australia.

Job Description

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 fully remote.

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:

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

Additional Information

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.

SquareTrade is proud to be an Equal Employment Opportunity employer. We are committed to creating an inclusive work environment for all employees. We celebrate diversity and encourage applications from all qualified individuals regardless of race, religion, color, national origin, sex, gender identity, gender expression, sexual orientation, age, marital status, veteran status, or ability status.

Thank you for your interest in a career at SquareTrade. Throughout your job search, please be mindful of recruitment fraud.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Consumer Services

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