Website Best Buy
This position works directly with customers, In-Home Design Managers and corporate support teams to evaluate and create necessary process improvements and tools to delight clients and is an ambassador for the In-Home consultation strategy.
- Responsible for ensuring all call, chat and email volume are answered with a high level of urgency to capture immediate customer needs and qualifies the customer need for an In-Home consultation with the In-Home Design team.
- Responsible for the Inbound Call experience for all customer calls received from the national 1-800 number for the In-Home consultation strategy. Additionally, responsible for scheduling
- leads submitted via the store and BestBuy.com.
- Arranges and coordinates In-Home Consultation schedules, meetings and appointments for the In-Home Consultation team in the most efficient way in service of the client and the In-Home
- Design Manager. Reschedules or cancels customer consultations as necessary and communicates any changes to the In-Home Consultant.
- Determines most appropriate channel to solve customer needs and facilitates warm handoff. (e.g., Geek Squad, Best Buy Direct, ECC).
- Utilizes CRM to complete all scheduling tasks and customer information updates.
- Responsible for triaging customer orders for the In-Home Consultation when necessary or required.
- Utilizes Field In-Home Operations Specialist to solve problems and where local leadership involvement is required.
- Responsible for increasing knowledge and awareness of market leaders on the effectiveness of store lead generation.
- Shares data and insights with Field Leadership and Corporate teams.
- Creates reporting as needed in support of creating efficiency for the In-Home Consultation process.
Qualification & Experience:
- Able to use multiple computer systems and toggle between windows simultaneously which includes being able to talk and type at the same time.
- Microsoft Office Suite proficiency
- 1 or more years experience in phone based customer service
- Ability to work a schedule that includes evenings and weekends
Company: Best Buy
Vacancy Type: Full Time
Job Location: Richfield, MN, US
Application Deadline: N/A