Geek Squad Customer Care Operative Agent

Profile

Geek Squad
What does a Geek Squad Customer Care Operative Agent do?
The Geek Squad Customer Care Operative Agent is responsible for supporting the Geek Squad Customer Care team in their mission to handle delivery escalations for appliance delivery and installation and creating a positive, end-to-end experience for internal and external customers and clients. The Geek Squad Customer Care Operative Agent supports continuous improvement through in the moment support for Agents, as well as training and process improvement for future growth.

Job responsibilities include:
Explores continuous improvement opportunities and develops solutions that result in the organization's ability to do things better, faster and more efficiently. Navigates roadblocks and cross-functional issues without supervision. Effectively escalates problems to leadership.
Analysis of site performance metrics with focus on identifying potential process issues. Partners with local leaders to look for root causes and create solutions for Agents.
Assess, communicate and develop procedures, workflows and job aids to address gaps in escalation and phone support processes. Influence leaders to integrate learnings into national project pipeline ensuring consistency across centers.
Assists leaders in conducting new hire training for Agent onboarding. Ensure systems, process and policy understanding, coordinate Agent shadowing and provides support for in-the-moment questions.
Supports floor Agents with POS tendering, overrides and end of day verification. Conduct opening duties by providing floor support in conjunction with leaders. Validate Agent case performance and provide analysis to site leaders.
Process improvement projects as determined by Managers.
Key holder responsibilities during peak times and as business needs arise for coverage.
What are the Professional Requirements of a Geek Squad Customer Care Operative Agent ?
Basic Qualifications
1 year experience in Project Management or Leadership OR 1 year of Military experience in Logistics, Operations or related areas
Preferred Qualifications
Associate degree or higher in Computer Science, Business or related fields
2 years' of experience working with computers, appliances, car or other electronic product

Company info

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