[Remote] Sr. Specialist, Customer Service
Note: The job is a remote job and is open to candidates in USA. DIRECTV is seeking a highly skilled and customer-focused Sr. Specialist to join our Customer Service team. This role will be responsible for resolving complex customer issues, providing technical support, and serving as the first level of escalation for problem resolution.
Responsibilities
- Resolve complex customer issues related to repair, maintenance, billing, and orders that require specialized knowledge and expertise
- Proactively identify, communicate, and resolve service-affecting issues before they impact customer experience
- Provide advanced technical support for product service problem resolution, utilizing in-depth product knowledge
- Serve as the first level of escalation for problem resolution with consumer customers
- Direct, coordinate, and provide the highest level of customer service to ensure consistent customer satisfaction
- Recognize patterns in customer issues and recommend operational improvements to leadership
- Document complex issue resolutions for knowledge sharing and process improvement
- Collaborate with cross-functional teams to address systemic issues and implement solutions
- Mentor and provide guidance to customer service representatives on handling difficult situations
- Monitor and analyze customer feedback to identify trends and improvement opportunities
- Participate in special projects aimed at enhancing customer experience and operational efficiency
- Stay current with product updates, service offerings, and company policies to provide accurate information
- Maintain detailed records of customer interactions and issue resolutions
- Develop and maintain relationships with internal partners to expedite issue resolution
- Contribute to the development of customer service standards and best practices
Skills
- High school diploma or equivalent required; Associate's or Bachelor's degree preferred
- 1 – 3 years of relevant experience in customer service, technical support, or related field
- Strong problem-solving skills with the ability to troubleshoot complex issues
- Self-starter who takes initiative and works independently with minimal supervision
- Excellent written and verbal communication skills, with the ability to explain technical concepts clearly
- Can-do, positive attitude and a roll-up-your-sleeves approach to problem-solving
- Personable and flexible to adapt to changing demands of the business
- Proficiency in customer service software and tools
- Experience with technical troubleshooting and product support
- Strong attention to detail and ability to maintain accurate records
- Excellent time management skills and ability to prioritize effectively
- Ability to remain calm and professional when dealing with challenging customer situations
- Basic understanding of billing systems and order processing
- Customer-centric mindset with a genuine desire to provide exceptional service
- Associate's or Bachelor's degree
- Experience in telecommunications, entertainment, or technology industry
Benefits
- DIRECTV's compensation structure is designed to be market-competitive and fully supports efforts to attract and retain employees.
- It is the company's policy to offer pay that is competitive with other employers in the local market.
- Our salary ranges are determined by role, level, and location.
- Please note that the salary ranges reflect base salary only and do not include bonus or benefits - when you consider all of these together, it represents a pretty impressive total compensation package.
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