Remote Geek Squad Customer Care Agent

The Geek Squad Customer Care Agent is responsible for resolving delivery and installation escalations. They are responsible for escalations related to product or property damage, system issues, product availability, rescheduling, and status updates. This role interacts daily with retail stores, field support, and external customers. They must demonstrate effective relationship building skills, polished communication, and commitment to improving the customer experience. Agents are expected to deliver resolutions to customers in a timely and satisfactory manner.

At Best Buy, we create work environments where every employee feels like they truly belong and contribute to our shared purpose. We are one of the best companies for our customers and employees because we fully embrace people from all backgrounds and identities. Our customer base is diverse, and we are committed to ensuring that our workforce is reflective of the communities we serve.

We are obsessed with building long term relationships with our customers. Every team member should feel empowered to deliver a world-class and unique experience based on what each customer needs.

Key Responsibilities

• Drives a positive customer experience by building relationships and providing solutions to their needs.
• Develops root cause analysis on every escalation to improve Geek Squad processes.
• Works with relevant business partners to resolve escalations within service level agreement time frames.
• Responsible for communications related to product and service delays.
• Creates documentation through case notes that are clear, concise, and updated appropriately.
• Collects insights and provides feedback to relevant teams to drive continuous improvement.

Most locations are available to work from except the following Alaska, California, Hawaii, and Puerto Rico due to system limitations within the business.

Basic Qualifications

• 1 year of experience in services, retail, or related fields
• Strong written and verbal communication skills
• Must have access to high-speed internet

Most locations are available to work from except the following Alaska, California, Hawaii, and Puerto Rico

Preferred Qualifications

• 2 years of experience in services, retail, or related fields