In-Home Expert

Asurion•Augusta, GA

1d•Onsite

About The Position

Asurion In-Home Experts provide same-day replacement devices and premier in-person tech support to customers at their homes, offices, or other local spots. Experts assist with device setup, email, apps, and troubleshooting, delivering a personalized customer resolution experience. This specific opportunity is for current part-time In-Home Experts to transition into full-time roles, based on performance criteria including a 'Strong or above' rating and no active disciplinary actions. The full-time roles have specific schedules (12:05pm - 9:05pm Local Time) and are available in various markets across the US.

Requirements

Performance rating must be Strong or above (for current Part Time In Home Experts)
Not enrolled in PIP, Written Warning, Final Written Warning or higher disciplinary action (for current Part Time In Home Experts)
Must be fluent in English and able to communicate with customers, coworkers, and leaders verbally and in writing
Must have a valid driver's license and satisfactory driving record with at least 1 year of driving experience
Must be able to drive personal vehicle to and from the Forward Stocking Location and In-Home appointments up to 100 miles from the Forward Stocking Location
Must be comfortable driving for long periods of time
High school diploma required
Must be available to work afternoon and evening shifts, as well as overtime, weekends, and some holidays, as determined by business needs
Dress code enforced including professional standards for grooming and clothing
Ability to use personal smart phone/device for some job-related duties
Personal device must be no more than 4 years old in order to support the necessary applications

Nice To Haves

Prior experience in retail sales or customer service is desired, but not required
Associate degree+ in technology, business or a related field or equivalent relevant work experience is preferred

Responsibilities

Meet with customers face-to-face at the customers’ location (typically home, but occasionally their workplace, coffee shop, etc.)
Resolve operational issues on customers’ devices, other equipment, and connectivity while offering education and device optimization suggestions
Provide in-person device setup and tech support for customers’ smart phones, tablets and/or other consumer electronics
Gain an understanding of each customer’s technology in order to offer additional products and protection solutions customized to their needs
Meet or exceed key performance indicator metrics for performance measurements and sales goals; receive feedback/coaching from the management team including leadership, Trainers, Quality Analysts, etc.
Be fluent in English and able to communicate with customers, coworkers, and leaders verbally and in writing
Travel daily to and from the Forward Stocking Location and several customers’ locations throughout a designated region
Drive personal vehicle safely and responsibly to and from customer locations in a variety of situations including heavy traffic and inclement weather
Offer customers a value-added experience with premier customer service through relationship and rapport building – and swift identification and resolution of technical issues – all while demonstrating empathy and assurance for the customer throughout the in-person session
Utilize tools and resources to solve technical problems in a fast-paced environment
Proactively adapt communication to the customers’ technical skill level
Remain professional and respectful at all times
Adhere to Asurion’s Code of Conduct, policies and procedures, and act in accordance with our Core Values
Complete other duties as assigned