16 days old

Exchange Support Specialist

Best Buy
Richfield, MN
  • Job Code

Are you looking for an opportunity where you can showcase your ability to provide an exceptional customer experience to support to Best Buy customers through an exchange process? This may be the role for you!

Best Buy, North Americas leading consumer electronics retailer, is seeking an Exchange Support Specialist that will support proper guidelines in the Geek Squad Protection fulfillment exchange process. This role will require that this person be able to work between the hours of 10:30 a.m. 7:00 p.m.

What does an Exchange Support Specialist do?

The Exchange Support Specialist is critical to the success of Geek Squad Services. This person provides tactical support to the Geek Squad Protection fulfillment exchange process in everyday operations by providing exceptional service when walking customers through the exchange process that leads to a seamless and exceptional customer experience. Responsibilities will include generating confirmation numbers, reviewing purchase history, calling customers to walk them through the GSP fulfillment guidelines, answering consumer questions regarding Geek Squad Protection terms and conditions, deescalating challenging situations, and transacting the exchange through the Order Management System (OMS) and Point-of-Sale System (POS).

What is the ideal Exchange Support Specialist at Best Buy?

We are seeking an organized, dynamic, forward-thinking team member, with strong critical thinking skills. The position is fast paced and requires heavy attention to detail with strong organizational and communication skills as well as the ability to think fast and act quickly. The ideal candidate for this role is highly organized, can navigate through multiple systems and applications, can translate terms and conditions into easily understood language, and has the interpersonal communication skills that provide an exceptional consumer experience.

What does an Exchange Support Specialist do?

Areas of ownership and impact for this role:

  • Contact customers that have been approved for a Geek Squad Protection exchange and/or work with Field Agents to initiate the process.
  • Research the original purchase and navigate internal systems (Retek) to provide comparable products to the customer.
  • Review the Geek Squad Protection terms and conditions with the customer for the exchange in easily understood terms.
  • Follow the process of generating approval confirmations numbers, set up changes and delivery through the Order Management System (OMS), tender OMS orders and standard returns through the Point-of-Sale system (POS).
  • Use customer service techniques in upselling products and attach the Geek Squad Protection plan.
  • Respond to customer request in an effective and efficient manner.
Why consider this opportunity?
  • Take your career to the next level while being a part of a new capability that will impact bottom line results.
  • Ability to create win/win outcomes and increase the level of customer engagement through the exchange process.
  • Work with a team of dedicated, passionate, fun individuals and the industry leading Geek Squad.
What is required for this role?

We are looking for Exchange Support Specialist that is a functional and technical master in organization, detail and customer experience. The most successful candidate will be highly organized and detailed as well as an exceptional listener and communicator that can defend their decisions in a respectful and courteous style that is consistent with the values of the Best Buy brand. We are looking for someone who can develop and grow relationships inside and outside of the organization. We are seeking a candidate with the following experience and skill set:

Basic Qualifications:

  • 2+ years of experience in a Services or Retail role.
  • 2+ years of experience providing superior customer service in fast paced environment.
Preferred Qualifications:
  • High School Diploma or equivalent
  • Call Center experience
  • Basic knowledge of Best Buy Service Plans
  • Intermediate to Advanced experience in Microsoft Office products with a specific emphasis on Excel.
  • Experience with Best Buy systems including Retek, OMS and POS
  • 6+ months experience in implementing changes bases on results of analysis
  • Intermediate level of expertise in MS Office Suite (Excel, Word, Outlook, PowerPoint)
  • Ability to influence without authority

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Exchange Support Specialist

Best Buy
Richfield, MN

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Richfield, MN

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