Customer Experience Specialist

SquareTrade; Phoenix (AZ); Remote; USD 60,000 - 80,000; Full time

Job summary

SquareTrade is seeking Claims Specialists to assist customers in filing claims for electronic devices. This fully remote position requires experience in customer service and strong technical knowledge of consumer electronics. Successful candidates will enjoy a supportive work environment with comprehensive benefits including medical coverage, flexible work arrangements, and potential growth into technical roles.

Benefits

Medical, dental, and vision coverage

Open access to mental health benefits

$75 monthly allowance for self-care

401(k) company match up to 4%

Supportive leave policies

Paid Time Off

Work flexibility

Learning opportunities

$80 monthly internet stipend

Qualifications

• Experience in customer service settings preferred, especially in call centers or technical support.
• Ability to type at least 60 wpm.
• Fully bilingual in Spanish and English preferred.

Responsibilities

• Assist customers with claims filing process.
• Diagnose issues over the phone for consumer electronics.
• Maintain detailed customer notes using Salesforce tool.

Skills

Customer Service Experience

Technical Support Knowledge

Transcription Skills

Flexibility

Bilingual (Spanish & English)

Web Navigation Skills

Education

High School diploma or equivalent

Tools

Salesforce

Job 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
• Learning opportunities
• $80 monthly internet connectivity stipend

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.

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