POSITION: Customer Advisor

Pay: $17.00/hr plus comprehensive benefits package

DEPARTMENT: 310 - Customer Service

REPORTING SUPERVISOR: Supervisor, Customer Service

FLSA: Non-Exempt

EMPLOYMENT STATUS: Direct Hire

SCHEDULE: Exhibit willingness to work various shifts including days, evenings, weekends and holidays

ABOUT THE TEAM

At Best Buy Health our mission is to help enrich and save lives through technology and meaningful connections. Today more than one million customers use our health and safety products and lifesaving services which provide peace of mind, encourage independent living, and even save lives. The Customer Service team directly supports our mission by facilitating meaningful connections with our valued customers. This team is dedicated to delivering the highest level of customer satisfaction while addressing customer feedback and offering enhanced product value to each of our customers. We are a close-knit team that prioritizes fun and both personal and professional development. We regularly have team and site contests with prizes and raffles, and we love to celebrate special occasions, holidays, and monthly events. If you love helping people and are seeking meaningful work, the Customer Advisor role is an excellent opportunity to make an impact while having fun.

ABOUT THE JOB

As a Customer Advisor, you bring our mission to life by making meaningful connections with our active aging customers and their care takers. Customer Advisors respond to a consistent flow of customer interactions, providing support for billing and usage inquiries, service plan or account changes, basic troubleshooting, and advocating on behalf of the customer to provide unique health and safety services that support the customer's specific needs. To thrive in this role, you must be able to listen actively and patiently to understand the customer needs and efficiently resolve the expressed concerns. When you care for our customers, we care for you in return. We offer extensive employee benefits and strive to continuously improve not only the customer experience, but also the employee experience. Whether working from home or on-site in one of our state-of-the-art Caring Centers, our leaders are here to support and help you grow your skills and career.

RESPONSIBILITIES
• Respond to high volume of inbound calls from new and/or existing subscribers, handling caller needs
• Actively listen, providing caring and supportive responses, while problem solving to resolve customer issues
• Recommend product and value-added services that align with a customer's shared needs
• Protect customer information by adhering to all Federal and State regulations (i.e., CPNI, PCI and HIPAA)
• Update and maintain confidential service and personal health data provided by customers
• Perform Tier 1 troubleshooting for all Products and Services
• Provide support for Lyft services and Phonebook support
• Observe provided schedule and manage time effectively to achieve monthly and quarterly performance goals
• Adhere to all Company procedures, protocols, and processes, as well as Federal and State regulations
• Meet or exceed the established productivity and quality goals
• Other duties as assigned

QUALIFICATIONS

Education: High school diploma or GED required

Certification(s): N/A

Experience:
• Minimum 1 year of customer service and/or call center experience required
• Experience working in fast-paced call center environment preferred
• Experience working in a technology industry preferred
• Experience working with Senior aged customers preferred

Knowledge/Skills/Abilities:
• Proficiency with Microsoft Office (Outlook, Word, Excel) required
• Proficiency with general computer navigation skills required

Personal Attributes:
• Listening skills
• Ability to learn on the fly
• Ability to manage conflicts
• Customer focused
• Results oriented
• Problem solving skills
• Tenacious
• Ability to multi-task
• Must be reliable, efficient, and flexible