SquareTrade is hiring a

Customer Experience (CX) Specialist

Orlando, United States
Full-Time
SquareTrade is the only warranty provider with a five star rating for customer service, and it's all based around the idea of doing our very best to treat every customer right.

As the first line of contact for our customers, our Customer Experience (CX) Specialists establish relationships with customers, resolve technical issues and above all, provide an amazing customer experience! If you love people and technology, this is the role for you!

You will be trained on our claims fulfillment process, but also on a more specialized, technical support team. All incoming specialists will be trained into one or more of our technical queues: TV, mobile, or laptop. As part of training, we offer full training on diagnosing technical issues 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 CRM
  • Performing repair diagnostics – on TVs, devices, electronics, and other gadgets over the phone
  • Be a part of creating and piloting new programs, including detailed recording of process documents

Qualifications:

  • Experience in a customer service setting, preferably in call centers, technical support, and/or consumer electronics
  • Knowledge of repair processes for at least one category of consumer electronics (TVs, cell phones, tablets, etc.) Strong transcription & web navigation skills while providing quality phone support
  • Flexible thinker capable of grasping new processes and procedures quickly
  • Bilingual in Spanish is a big plus

SquareTrade is the top-rated protection plan trusted by millions of happy customers and offered by top retailers including Amazon, Costco, Staples, Sam's Club and Target.

We have more than 225,000 fans on Facebook, consistently win industry awards and have received tens of thousands of 5-star reviews. We are disrupting the Global extended warranty market with a consumer-centric offerings awesome customer service - SquareTrade is the Zappos of protection plans!