CSAT Expert-Universal Care Specialist

Essential Functions

• Resolve escalated customer concerns via phone, mail, or e-mail.
• Provide advanced troubleshooting, and resolution.
• Develop win-win solution, balancing customer and company needs.
• Develop creative solutions based on a solid business case, presenting Asurion in the best possible light.
• Provide outstanding written and oral communications to customers, clients, and internal organizations.
• Process refund reimbursements including checking the claim for returned equipment, verifying PIT, completing refund reimbursement form, and notating the claim.
• Process product back cover and product manual requests.
• Process ESN release requests for MetroPCS.
• Comp model/override approval, processing, and documentation.

Other Functions

• Document and track business trends.
• Study and recommend process improvements to enhance performance of the team.
• Other duties as assigned.

Minimum Requirements

• Skills/knowledge: Ability to define problems, collect data, establish facts and draw valid conclusions, knowledge of the wireless industry, solid communication skills both verbal and written, reasoning ability, ability to resolve customer issues balancing the needs of the customer with the needs of the business.
• Experience/education: High school Diploma required, prefer 1 yr or more of call center experience, previous escalation experience a plus.

Physical Demands

• While performing the duties of this job, the employee may spend 4 - 8+ hours per day sitting and working at a computer.
• The ability to adjust focus, use hands to grasp, finger, handle, reach or feel and sit for prolonged periods are needed for this position.
• The ability to receive detailed information through oral communication utilizing a headset.

Work Environment

• Regularly requires working indoors in environmentally controlled conditions.
• Regularly requires working with others in a close proximity and sharing workspaces.
• Requires the understanding that the noise level in the Call Center is that of an office environment and will rise significantly during peak hours.
• Required that employees work in a distraction-free workplace and is ergonomically set to meet the company’s standards.