The Best Buy Care Specialist is a remote, work from home role that is responsible for enhancing customer relationships by answering, supporting, and providing resolutions related to care, services and subscription issues to meet each customer’s unique needs. Care Specialists will interact directly with customers to resolve issues while partnering or transferring customers only when they are unable to solve an issue. Care Specialists will provide exceptional call interactions with customers in all situations to ensure the best possible experience and enhancing our brand loyalty. Care Specialists must demonstrate effective relationship building skills, polished communication, and commitment to improving the customer experience as tracked by NPS (Net Promoter Score).

Best Buy Customer Care Specialist 1 role is our entry-level role where employees will handle the most common customer needs leveraging systems, tools, and technology to help them quickly and efficiently respond to a customer’s inquiry.

Outlined below are examples of situations that will be in the Care Specialist 1 would help with. These employees are expected to be able to handle and develop expertise in all functions below prior to moving to the next Care Specialist level:

• Modify, reschedule or cancel orders
• Identify the status of an appointment
• Identify the service a customer needs
• Get specialized support if unable to solve

Key Responsibilities

Primary Focus

• Responsible for enhancing customer relationships by resolving customer, retail and team issues via phone, chat or other platforms
• Perform common tasks such as modify, reschedule identify status or cancel an order
• Identify and set up needed services or appointments

Communication

• Uses emotional intelligence, empathy, and optimism in all communications with the customer to ensure they feel valued and understood
• Communicate with customers in a plain and transparent manner that allows us to build trust
• Maintains a high level of professionalism, courtesy, and customer obsession through all interactions
• Partner with your direct leader to if unable to resolve with knowledge resources

Process Execution

• Utilizes multiple systems (Breeze, OMS, ETK, Finesse, STAR/NOVA, FMS, and others) to document all interactions, recommendations, and resolutions
• Understand, explain, and apply all Best Buy policies
• Move customer to specialized support if unable to solve

Most locations are available to work from except the following AK, CA, PR, WA due to system limitations within the business.

Basic Requirements

• 1 year of Contact Center, Services, Merchant, Retail or related experience
• Ability to maintain constructive discussion during difficult interactions
• Available to work all shifts including nights and weekends
• Strong communication skills (written and verbal)
• Knowledge & skills using tools & technology required for some roles
• Internet connection available through hard-wire or Ethernet cable

Preferred Requirements

• 2+ years Contact center, Services, Merchant, Retail or related experience
• Skilled running multiple computer systems/windows simultaneously