Sr. Specialist, Customer Service

DIRECTV • El Segundo, CA

12h • Remote

About The Position

DIRECTV is seeking a highly skilled and customer-focused Sr. Specialist to join our Customer Service team. This role will be responsible for resolving complex customer issues, providing technical support, and serving as the first level of escalation for problem resolution. The ideal candidate will have strong problem-solving abilities, excellent communication skills, and a proactive approach to identifying and addressing service-affecting issues. This position plays a crucial role in ensuring consistent customer satisfaction and contributing to operational improvements across our service organization.

Requirements

• High school diploma or equivalent required
• 1 – 3 years of relevant experience in customer service, technical support, or related field.
• Strong problem-solving skills with the ability to troubleshoot complex issues.
• Self-starter who takes initiative and works independently with minimal supervision.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly.
• Can-do, positive attitude and a roll-up-your-sleeves approach to problem-solving.
• Personable and flexible to adapt to changing demands of the business.
• Proficiency in customer service software and tools.
• Experience with technical troubleshooting and product support.
• Strong attention to detail and ability to maintain accurate records.
• Excellent time management skills and ability to prioritize effectively.
• Ability to remain calm and professional when dealing with challenging customer situations.
• Basic understanding of billing systems and order processing.
• Customer-centric mindset with a genuine desire to provide exceptional service.

Nice To Haves

• Associate's or Bachelor's degree preferred.
• Experience in telecommunications, entertainment, or technology industry preferred.

Responsibilities

• Resolve complex customer issues related to repair, maintenance, billing, and orders that require specialized knowledge and expertise.
• Proactively identify, communicate, and resolve service-affecting issues before they impact customer experience.
• Provide advanced technical support for product service problem resolution, utilizing in-depth product knowledge.
• Serve as the first level of escalation for problem resolution with consumer customers.
• Direct, coordinate, and provide the highest level of customer service to ensure consistent customer satisfaction.
• Recognize patterns in customer issues and recommend operational improvements to leadership.
• Document complex issue resolutions for knowledge sharing and process improvement.
• Collaborate with cross-functional teams to address systemic issues and implement solutions.
• Mentor and provide guidance to customer service representatives on handling difficult situations.
• Monitor and analyze customer feedback to identify trends and improvement opportunities.
• Participate in special projects aimed at enhancing customer experience and operational efficiency.
• Stay current with product updates, service offerings, and company policies to provide accurate information.
• Maintain detailed records of customer interactions and issue resolutions.
• Develop and maintain relationships with internal partners to expedite issue resolution.
• Contribute to the development of customer service standards and best practices.

Benefits

• Compensation structure is designed to be market-competitive and fully supports efforts to attract and retain employees.
• Offer pay that is competitive with other employers in the local market.
• Base Salary range displayed reflects the minimum and maximum target salary for each of DIRECTV's 4 (four) US Labor Market Zones.
• Total compensation package includes base salary, bonus, and benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED