Customer Support Expert - Verizon Mobility

Full-time Human Resources

Responsibilities

• Undertake service requests for customers ensuring compliance with Asurion’s policies and procedures, carrying out effective note taking on calls.
• Provide technical expertise on inbound calls or other electronic input (e.g., website, chat or email) from customers for the purpose of resolving issues with devices (e.g., laptops, tablets, smart phones and other consumer electronics) and software.
• Identify customers in line with company, regulatory and legislative requirements.
• Ensure each interaction with a stakeholder of Asurion meets the agreed quality framework (HERO) and employ initiatives to achieve a high‑quality score.
• Maintain a high level of customer service with all stakeholders to achieve a high net promoter score (NPS).
• Educate yourself on technology and keep up to date with changes, particularly in the device protection/consumer home technology space.
• Ensure you are always in the...