5G Field Expert - Cleveland, OH

3+ months agoCleveland, OH

Our team of Experts keeps our customers connected in multiple ways. Our 5G Field Experts are responsible for creating premier experiences for our customers through 5G Internet installation as well as bringing replacement devices and in-person tech support directly to them wherever they are - home, office, or even a local coffee shop. Our Experts help customers get the newest, best available internet available up and running along with setting up their devices with things like email, apps, and basic troubleshooting while delivering our award-winning, personalized customer resolution experience. Our Experts upsell our customers on additional Asurion products such as our Smart Home Support to allow our customers to stay connected with our products and services.

What you'll be doing:

  • Complete 5G equipment installations and repairs at customer locations using power and hand tools (power drills, screwdrivers, and other common household tools)
  • Utilize diagnostic tools and provisioning software to activate installed 5G equipment
  • Achieve complete customer satisfaction 100% of the time by performing work in a professional, timely and approved manner
  • Accurately document and report all service tickets and installations on a daily basis
  • Provide in-person device setup and tech support for customers' smart phones, tablets and/or other consumer electronics.
  • Follow and enforce the Company's policies and procedures, including the Field Operation guidelines and safety, at all times
  • Meet with customers face-to-face at the customers' home location
  • Learn details of Smart Home Support and gain an understanding of each customer's technology in order to suggest protection/tech support solutions based on their needs
  • Meet or exceed key performance indicator metrics for performance measurements and sales goals
  • Resolve operational issues on customers' devices, other equipment, and connectivity while offering education and device optimization suggestions
  • Travel to and from the Forward Stocking Location as needed to pick up customers' devices
  • Requires use of personal vehicle that meets clients' guidelines, including driving at times inclement weather and evening (dark) hours to and from customer locations in a variety of situations including heavy traffic, inclement weather, and evening (dark) hours
  • Perform miscellaneous duties as assigned

If you're a good fit for the job, you'll be able to:
  • Offer customers a value-added experience with premier customer service through relationship and rapport building
  • Quickly identify and resolve technical issues
  • Demonstrate empathy and assurance for the customer throughout the in-person session
  • Utilize tools and resources to solve technical problems in a fast-paced environment
  • Ability to proactively adapt communication to the customers' technical skill level

  • Prior experience in retail sales or customer service is preferred
  • High school diploma required
  • Ability to work off the ground on ladders three feet or less in height and carry ladder in car while working
  • Ability to lift and carry small ladder throughout customer household, when required
  • Excellent customer service skills
  • Ability to complete installations and repairs using power and hand tools
  • Professional, positive attitude and work ethic at all times
  • Excellent verbal and written communication
  • Valid driver's license with at least one year of driving experience and ability to pass annual driving record review
  • Must pass background check and drug screen
  • Bilingual applicants preferred
  • Must have qualified vehicle with space to carry customer products
  • Must be willing to sell
  • Must be willing to work flexible hours and weekends
  • Paid Training
  • Paid Time Off (holiday and vacation)
  • Performance Incentive Bonuses
  • Medical/Dental/Vision/Life/Disability Insurance
  • 401K Retirement Plan with company match

Job ID: Asurion2-CUS64359