23 days old

PAC Service Support Rep

Best Buy
Ontario, CA 91764
  • Job Code
The PAC Service Support Rep Supports the Pacific Sales Premium customers by solving complex issues with creative and custom fit solutions in order to ensure lifetime retention. This role is responsible for using Point of Sale (POS) and other PAC Sales systems to assist customers and store personnel with business inquiries. Most of the cases being services, warranties, and other post-purchase support issues. Pacific Sales is dedicated to 100% customer satisfaction and the PAC Premium Care team is responsible for ensuring we deliver on this promise.

Key Responsibilities:

  • Supports the Pacific Sales service support line addressing customer questions/comments/concerns/issues, and manage customer cases including escalated cases through to resolution
  • Connects with field teams, leadership teams, corporate, vendors, & 3rd parties to resolve complex customer issues with custom fit solutions to ensure retention
  • Facilitates and tracks all approved Warrantech Service Plan exchanges and submits claims for payment
  • Strategically selects current model exchange options based on information available and creates final order for customer
  • Reviews and processes all Service Return Authorizations (RA) on products and works directly with Geek Squad Repair and/or 3rd party repair support. Communicates directly with vendors for RA consideration
  • Supports all stores in billing and closes open Unidata System for orders
  • Supports location and market/district leaders, the Executive Resolution team and any information forwarded by the Best Buy legal department with critical customer escalations.
  • Works directly with store locations and respective customers in creating work orders for replaceable parts and self-installation parts (i.e.- knobs, handles, etc.) and ensures that parts are shipped directly to the customer
  • Maintains high organizational standards and adheres to team's best practices
  • Completes other tasks and functions as directed by team leadership
  • Refines existing processes and collaborates with Service and Repair to ensure correct customer outcomes
  • Develops communication tools for retail locations to understand customer needs for warranty/insurance replacement and appropriate internal processes that meet those needs
Basic Qualifications:
  • 2 or more years of customer service experience
  • Intermediate or expert knowledge of Microsoft Office applications (e.g. outlook, excel, etc.)

Posted: 2020-09-03 Expires: 2020-10-02
Sponsored by:
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Sponsored by:
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PAC Service Support Rep

Best Buy
Ontario, CA 91764

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