Operations Agent, Geek Squad Services Hub

Company: Best Buy
Location: Charlotte
Posted on: November 18, 2023

Job Description:

Our Services Hub Operations Agent you will provide support for the fulfillment of Geek Squad and Best Buy In-Home Services, including the delivery, installation, and repair of consumer electronics across all categories. This includes: escalation management, labor analysis and management (productivity/utilization/scheduling) and analysis of retail execution, Delivery and Install team execution and client experience to identify performance gaps and root causes. Works with local leadership, DDC leadership and corporate support to evaluate and create necessary process improvements and tools to ensure Client delight.

Key Responsibilities

• Responsible for recording NPS Client resolution contact requests and supports timely, effective response and resolution for issues.
• Execute Dynamic Dispatch, daily FMS board monitoring, cancellation lists, etc.
• Act as point of contact for schedule requests & escalations from all parties (store, Agent, Client)
• Responsible for triage coordination with home delivery and 3rd party install and repair providers to ensure process improvement
• Collect insights and provide feedback to business partners to facilitate continuous improvement in operational effectiveness and the Client experience.
• Ensure store teams are executing scopes of work and have the necessary tools and training to sell the service correctly the first time
• Responsible for reverse escalation communication to increase knowledge and execution of store teams
• Completes escalation root cause analysis and action planning to include process improvement and supporting tools
• Is responsible for proactive research for product availability on all orders to be fulfilled
• Processes payroll for the location Basic Qualifications:
• 1 year of one or more of the following: leadership, operations, services, or internal/external customer service experience.
• Basic computer skills including Microsoft Office programs are required

Keywords: Best Buy, Charlotte , Operations Agent, Geek Squad Services Hub, IT / Software / Systems , Charlotte, North Carolina