Lab Customer Experience Champion - Full-time / Part-time

Are you looking for an opportunity to combine your skills in process improvement, being a solutions provider, and a customer advocate? We are looking for an extremely driven, focused and customer centered individual to join our Enterprise Customer Care (ECC) team as a Lab Customer Experience Champion. Be a part of a ?Think Tank? of solution providers that go beyond being call center agents.
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At Best Buy we offer much more than a paycheck. Surrounded by the latest and greatest technology, a team of amazing coworkers and a work environment where anything is possible, you'll find it easy to be your best when you work with us. We provide an exciting work environment with a community of technology learners where you can be yourself while investing in your career. Empowered with knowledge you will discover endless opportunities to grow. We believe the success of our company depends on the passion of employees for learning, technology and people.
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What is a Lab Customer Experience Champion responsible for?
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The Lab Customer Experience Champion is directly responsible for analyzing calls from customers who may be contacting Best Buy about their product in Home Theater, Appliances, Computing, or Mobile Phone.? They may also be inquiring about a scheduled delivery, install or repair.? The Lab Customer Experience Champion will provide exceptional call interactions with customers in all situations to ensure the best possible experience. He/She will identify opportunities within the call flow or other processes necessary to execute world class customer service and present options and recommendations to the team for implementing solutions, create system process flow changes, execute and implement process changes and report on outcomes. ?The Lab Customer Experience Champion is also a voice of the customer and will take the key message points and communicate them effectively to the team.
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Areas of ownership and impact:
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Analysis

• Identify and analyze potential problems. Look for root causes and propose potential solutions to call flows and other processes associated with customer calls. ?Champion improved processes to enhance the customer experience and work with the team to implement solutions.
• Continuously look for better ways to do things.? Use sound logic and methods to solve problems.? In some situations, come up with several possible solutions, pick the best and present to the leadership team.

Knowledge Sharing

• Contribute to the greater success of Best Buy and Geek Squad by actively sharing insights, innovations to continuously improve the experience, participating in meetings, projects, and pilots.?

Data Collection and Integrity

• Ensure that customer data is safe, secure and not compromised by following all company privacy guidelines during the collection of customer data.?

The impact you will have:

• High degree of influence in all directions.
• Enhance processes that drive improved business operations.
• Provide an ECC experience that enhances our culture, mission and values.

Why consider this opportunity?

• Take your career to the next level
• Work with a team of dedicated, passionate, fun individuals and the industries best in the Customer Experience space
• Highly visible role that allows you to influence decisions that make an impact throughout the enterprise.

What is required for this role?
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We are looking for a Lab Customer Experience Champion that will be an exceptional team member with a strong backbone and a respectful and courteous style that is consistent and lives the values of the Best Buy and Geek Squad brand. We are looking for someone who has the ability to develop and grow relationships inside and outside of the organization.
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The ideal candidate will roll up his/her sleeves to do the work, be a part of a team, and drive exceptional customer experiences. The most successful candidate will be someone who has an entrepreneurial spirit, is forward-thinking, progressive, understands the retail world and has a past track record of significant accomplishments and growth.?
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Champions in this role will work with customers in the following lines of business: Home Theater, Appliances, Mobile, Computing and Primary Support.? The Lab will operate from 7am-11pm, 7 days a week. The ideal candidate will be available to work all shifts including nights and weekends. ?
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In addition to having experience in the responsibilities above, the ideal candidate will have the following qualifications:
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Basic -

• Be available to work all shifts including nights and weekends
• 1+ years of experience in the Customer Experience space
• 2+ years of Contact Center experience
• 6 months or more of Contact Center process improvement experience
• Basic to intermediate computer skills
• Strong verbal and written communication skills

Preferred -

• 1+ years of Contact Center process improvement experience
• 1+ years of analysis and reporting experience
• Intermediate computer skills
• 1+ years of experience in using multiple systems and processes
• Strong project management skills

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