In-Home Expert (Part-Time)

Asurion•Nashville, TN

About The Position

Asurion Part-Time In-Home Expert When a customer’s device is lost, broken, or stolen, we deliver a replacement device the exact same day it’s ordered. We also provide our customers with premier tech support to get them up and running again. Market availability is subject to change. After your application is completed, additional information will be reviewed and provided. Only current full‑time In‑Home Experts are eligible for this opening Performance rating must be Strong or above Not enrolled in PIP, Written Warning, Final Written Warning or higher disciplinary action No relocation or requests for move to other markets can be accepted through this process Hiring decision will be based performance including, but limited to; the last 90 days EPE, 5 Star, Job Duration and Solve Rate What you’ll be doing: Our team of Asurion Part-Time In-Home Experts keeps our customers connected by bringing replacement devices and in-person tech support directly to them wherever they are – home, office, or even a local coffee shop. These Experts help customers set up their devices with things like email, apps, and troubleshooting while delivering our award-winning, personalized customer resolution experience. That’s where you come in. 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. Must 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. If you’re a good fit for the job, you’ll be able to: 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.

Requirements

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.
Routine training classes are required and/or offered during the employee lifecycle. Training may consist of classroom and/or computer-based training (CBT).
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 (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.
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.

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.
Must 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.