Lead Generation Expert - Nashville, TN at Asurion

| Nashville, TN
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Job Description Summary

As a Customer Service and Lead Generation Expert, you will provide exceptional customer and support on the phone or via messages through our website, chat, and/or e-mail, in a prompt, courteous, and efficient manner. After assessing the customer's concerns, you will then identify and arrange solutions that earn business for our Asurion programs.

You will explain product or store capabilities and other product offerings. You will engage with the customer to understand their technology and generate leads that provide solutions and result in customers doing business with Asurion programs/entities.

You will be responsible for converting customer leads to booked and kept appointments on every call. You will engage with the customer to understand their technology and offer support solutions. You will Serve, Solve and Sell!

Customer Service and Lead Generation Experts have a passion for earning customer trust, buy-in & booking appointments with Asurion businesses to solve problems

Job Description

Pay rate for this role: $18.50/hour

This position will be onsite at our office near the Nashville Zoo at 648 Grassmere Park, Nashville, TN 37211.

  • Own the customer experience by asking the customer probing questions to gain knowledge to offer a value-added experience with premier customer service through relationship and rapport building.
  • Probe to swiftly identify issues for our customer's personal devices or appliances and resolution of customer needs, all while demonstrating empathy and assurance for the customer throughout the call or chat.
  • Evaluate concerns and issues, identify, and deploy appropriate solutions with the goal of increasing satisfaction.
  • Learn and apply the details of product offerings to education and offer to customers confidently and accurately.
  • Ability to be product expertise through continuous learning through our changing and improving the product.
  • Exercise creative negotiation and sales techniques to motivate customers to use Asurion services.
  • Communicate company policies and procedures to customers.
  • Meet metrics for call measurements and conversion rate goals; receive feedback/coaching/training from the management team including Trainers, Quality Analysts, etc.
  • Utilize call center technology to input, track, and report customer issues.
  • Navigate company software programs, use web-based search engines, and troubleshoot customer issues.
  • Escalate calls outside the scope to the appropriate tier of customer service support.
  • Understand the latest solutions in newly released content and/or operating systems to provide exceptional, knowledgeable service.
  • Agile and flexible mindset; welcomes and easily adapts to change.
  • Follows directives from Call Center Management (Coaches, Managers, etc.).
  • Ability to be highly motivated and self-sufficient.
  • Drive to improve performance and exceed goals to maximize earning potential.

  • Maintains excellent relations with all internal and external customers of Asurion.
  • Interacts and assists with others on the team and various support functions, including Quality, Training, etc.
  • The ability to quickly adapt in an ever-changing fast-paced environment
  • Other duties as assigned.
  • May be required to cross-train on other call types and lines of business.


Skills/knowledge: Have a working knowledge (or the ability to learn) of multiple platforms and applications. Be able to handle multiple priorities, work in a fast environment, and manage time effectively. Be a strong communicator, with an emphasis on effective listening and empathizing with customers. Must be able to understand, identify, and sell new products and solutions based on customer needs. Must be able to pass a hiring assessment, covering soft skill scenario modeling, business decisions, and product knowledge. Must be self-disciplined and work without close supervision.

  • 6 months of sales experience preferred.
  • 1-year of customer service experience (call center preferred).
  • Bilingual skills are a plus.

Physical demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee may spend 4-8 per day sitting and working at a computer. The ability to adjust focus, use hands to grasp, finger, handle, reach or feel and sit for prolonged periods are needed for this position. Typing or otherwise working, primarily with fingers rather than with the whole hand as in handling. Ability to receive detailed information through oral communication utilizing a headset. The employee is regularly required to talk 90+% of the time via a headset.

Work environment:
  • Brick/Mortar locations - Requires working indoors in environmentally controlled conditions. Regularly requires working with others and sharing workspaces. The noise level in the Call Center is that of an office environment and will rise significantly during peak hours.

Additional requirements:
  • Training - Routine training classes are required and/or offered during the employee lifecycle. Training may consist of classroom and/or Computer based training (CBT)
  • Schedules - Must be flexible to work all shifts as required (evenings, weekends, and holidays)
  • Attendance - Regular and reliable attendance is required

About Asurion

At Asurion, every one of us is a leader, from individual contributors to the senior team. We utilize our 5 Leadership Principles to help align and guide us in our everyday interactions.
  • Put Customers First
  • Play A Team Sport
  • Take Ownership
  • Collaborate and Then Commit
  • Reach Full Potential

Asurion helps more than 300 million people around the world unlock their technology's untapped potential. We create innovative technology solutions that help keep consumers connected, from comprehensive protection to smart tech help that redefines expertise. Partnering with leading wireless carriers, retailers and pay-tv providers, Asurion's 17,000 employees deliver a seamless, award-winning customer experience, anticipating their needs and providing tailored services reachable within one touch.
More Information on Asurion
Asurion operates in the Insurance industry. The company is located in Nashville, TN, Nashville, TN, Phoenix, AZ, Phoenix, AZ, Russellville, AR, Orlando, FL, Overland Park, KS, Las Vegas, NV, Bridgewater Township, NJ, Nashville, TN, Nashville, TN, Nashville, TN, Smyrna, TN, Houston, TX and Sterling, VA. Asurion was founded in 1994. It has 13000 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 35 open jobs at Asurion, click here.
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