BBYB Service Scheduling Team (Remote) [United States]

 

**BBYB Service Scheduling Team**

The Best Buy Care Specialist 2 is responsible for enhancing customer relationships by answering, supporting, and providing resolutions related to care, services and subscription issues to meet each customer's unique needs. Care Specialists will interact directly with customers to resolve issues while partnering or transferring customers only when they are unable to solve an issue. Care Specialists will provide exceptional call interactions with customers in all situations to ensure the best possible experience and enhancing our brand loyalty. Care Specialists must demonstrate effective relationship building skills, polished communication, and commitment to improving the customer experience as tracked by NPS.

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The BBYB Service Scheduling Team supports our business clients, field and sales account managers to ensure a successful Service (AV/IT) install experience.

Key Responsibilities
Primary Focus

• Make empowered business decisions to fulfill on all customer requests
• Engages customers utilizing a white glove approach to drive brand loyalty
• Responsible for enhancing customer relationships by resolving customer, retail and team issues via phone, chat or other platforms
• Perform basic system navigation, resource identification and account management for all contact types
• Perform more complex customer tasks – returns, exchanges, remotely support or fix internet connected devices

Communication

• Uses emotional intelligence, empathy, and optimism in all communications with the customer to ensure they feel valued and understood
• Communicate with customers in a plain and transparent matter that allows us to build trust and enhances their technology
• Maintains a high level of professionalism, courtesy, and customer obsession through all interactions
• Partner with your direct leader or relevant business partners to resolve issues

Process Execution

• Gather customer insights so that we may effectively propose offer updates, or new offerings
• Continuous improvement mindset to deliver customer-obsessed focus, and able to quickly identify local inefficiencies or opportunities to influence existing business
• Provide recommendations on training materials and consults with training teams in content development prior to broader training distribution for future onboarding/current staff development
• Utilizes multiple systems (Symphony, Comergent, FMS, Breeze, Finesse, OMA, Finesse, and others) to document all interactions, recommendations, and resolutions
• Understand and apply Best Buy policies related to returns, exchanges, and price match

Basic Requirements

• 1 or more years of Contact Center, Services, Merchant, Retail, or related experience
• 1 or more years of communication planning or basic project management
• Strong communication skills (written & verbal)
• 6 months or more experience with BBYB system knowledge (e.g., Symphony, Comergent)

Preferred Requirements

• 2 or more years of Contact Center, Services, Merchant, Retail, or related experience
• 2 or more years of communication planning or basic project management
• 2 or more years of BBYB system knowledge (e.g., Symphony, Comergent)

What’s in it for you
We’re committed to helping our people thrive at work and at home. We offer generous benefits that address your total well-being and provide support as you need it, especially key moments in your life.
Our benefits include:

• Competitive pay
• Generous employee discount
• Financial savings and retirement resources
• Support for your physical and mental well-being

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