Senior Customer Service Specialist

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🔥 0 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $42.8k - $77.6k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

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DIRECTV

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1994

📡 Telecommunications

📱 Media

Telecommunications • Media

DIRECTV is a leading provider of satellite TV and internet-based television services in the United States. They offer a variety of television packages that include a wide range of channels, premium networks, sports, and movies. Customers can choose between satellite TV or streaming via existing internet services without the need for a satellite dish. DIRECTV is known for its extensive sports programming, including exclusive access to NFL Network and NFL RedZone, as well as regional sports networks. Additionally, DIRECTV provides services for both residential and business customers and offers a variety of deals and promotions, including discounts and reward cards for new customers.

📋 Description

• 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

🎯 Requirements

• High school diploma or equivalent required; Associate's or Bachelor's degree preferred • 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 • 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 • Experience in telecommunications, entertainment, or technology industry preferred

🏖️ Benefits

• DIRECTV's compensation structure designed to be market-competitive • Competitive pay to attract and retain employees • Total compensation package includes bonuses and benefits