In-Home Expert

Asurion•Wayne, NJ

4d•Onsite

About The Position

Asurion In-Home Experts keep customers connected by delivering replacement devices and providing in-person tech support directly to them at their homes, offices, or local coffee shops. Experts assist customers with device setup, including email, apps, and troubleshooting, while delivering a personalized customer resolution experience. Full-time roles are available to current Part-time In Home Experts who meet performance criteria.

Requirements

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.
Must be able to sit or stand for long periods of time (up to at least 4 hours).
Must be able to interact with a customer’s technology throughout their home—including but not limited to sitting, standing, bending, reaching, crouching, and navigating stairs.
Must be able to interact face-to-face with Customers in their homes for extended periods of time.
Must be able to lift up to 30 pounds.
Must be comfortable with exposure to dogs, cats and other pets that may be present in the customers’ homes.
Ability to use personal smart phone/device for some job-related duties (such as accessing the internet, GPS, accessing Company email and apps, communicating with supervisor, etc.).
Personal device must be no more than 4 years old in order to support the necessary applications.
High school diploma required.

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.
Must be able to adapt quickly, research complex technology and connectivity issues and make decisions with limited information all while maintaining engagement with the customer throughout the session.
Must be able to apply prior learnings to new situations and adapt or adjust as needed for the specific situation without becoming frustrated when faced with ambiguity or resistance.

Responsibilities

Meet with customers face-to-face at their 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.
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.