Sr. Specialist, Customer Service

DIRECTV is seeking a highly skilled and customer-focused Sr. Specialist to join our Customer Service team. This role will be responsible for resolving complex customer issues providing technical support and serving as the first level of escalation for problem resolution. The ideal candidate will have strong problem-solving abilities excellent communication skills and a proactive approach to identifying and addressing service-affecting issues. This position plays a crucial role in ensuring consistent customer satisfaction and contributing to operational improvements across our service organization.

Heres what youll do :

• 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.

What youll need to be successful :

This Sr. Specialist Customer Service position offers an exciting opportunity for a customer service professional to take their career to the next level by handling complex issues and contributing to operational improvements. The ideal candidate will combine technical knowledge with strong interpersonal skills to deliver outstanding customer experiences. This role requires someone who is solution-oriented adaptable and committed to excellence in every customer interaction.

May require a background check due to job duties requiring routine access to DIRECTV and DIRECTV customers proprietary data. Qualified applicants with arrest and conviction will be considered for employment in accordance with local ordinances and state law.

This is a remote position that can be located anywhere in the contiguous United States. #LI-Remote

A career with us comes with big rewards :

DIRECTVs compensation structure is designed to be market-competitive and fully supports efforts to attract and retain employees. It is the companys policy to offer pay that is competitive with other employers in the local market. Our salary ranges are determined by role level and location.

The Base Salary range displayed below reflects the minimum and maximum target salary for each of DIRECTVs 4 (four) US Labor Market Zones. Within the range individual pay is determined by work location and additional factors including job-related skills experience and relevant education or training.

DIRECTV WAGE ZONES $40755 - $73945

Low (N1) : $40755 - $61085

Mid (N2) : $42900 - $64300

High (N3) : $47190 - $70730

Top (N4) : $49335 - $73945

Click HERE to review information on some of the largest Designated Market Areas (DMAs). Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the salary ranges reflect base salary only and do not include bonus or benefits - when you consider all of these together it represents a pretty impressive total compensation package.

Apply today!

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RSRDTV

Required Experience :

Senior IC

Key Skills

Design Engineering,Baan,Customer Service,Fund Management,ABAP,Elevator

Employment Type : Full-Time

Experience : years

Vacancy : 1

Monthly Salary Salary : 47190 - 70730