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in Orlando, FL
Customer Service Agent
Hours | Full-time, Part-time |
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Location | Orlando, FL Orlando, Florida |
About this job
This is a dual function role:
Candidates will be trained on their claims fulfillment process, but also on a more specialized, technical support team.
All Candidates will be trained into one of their technical queues:
* TV, Mobile or Laptop
* As part of their training they offer full training on diagnosing technical issues over the phone.
Day to Day - Candidates will be working within a Tier 1 Warranty Call Center. Candidates must be comfortable taking calls of all types and being on the phones all shift.
Calls coming in will usually be for help/assistance: Example - "My phone is not turning on, what I do?"
* We are looking for a critical thinker - how would someone navigate another person troubleshoot their device.
* Answers: Soft Reset, Take Battery out, Replug, Reformat device……
Majority of Warranty Calls will be for Mobile/Cell phones but they also warranty other electronic devices such as all types of Pads & Laptops.
Customer Service is their #1 Concern - Tier 1 calls represents the face of the company and how the calls are treated will affect the overall business.
* Candidates must have excellent Customer Service
* Must have patients for questions and troubleshooting
* Able to multi-task; Candidates will document all calls and information on one computer/Screen and would surf the web to research and assist the Warranty Subscribers' Calls/issues.
* The goal is to have 1st Call Resolution - IT IS NOT about getting off the phone in an amount of time allotted.
* If Candidate can fix or resolve the issue, Caller may not need to make or file the claim.