Field Supervisor

JOB DESCRIPTION

Supervisor, Delivery Expert Setup

For more than 25 years, Asurion has been a leader in innovation, not only in the tech solutions industry, but in creating a culture where employees feel valued.

We help people do more with their technology and stay connected on all of their devices. We provide our customers with simple, helpful advice to get the most from their technology, assistance to fix any technology issues they have and protection of their devices to ensure they quickly get a replacement or repair if anything does go wrong.

What you will be doing :

The Supervisor, Delivery Expert Setup (DES) supervises and coordinates the daily activities of the DES Operation. The main responsibility of a Supervisor is to motivate, develop, and guide a team of remote, DES Technicians across the . to ensure their ability to provide outstanding customer service, offer our connected home product consistently, and follow through tasks effectively. DES Technicians will be entirely remote with their Supervisor acting as their primary point of contact. Supervisors will be accountable for managing Technician schedules and monitoring staffing levels. Supervisors will also ensure compliance and provide coaching to all Technicians.

Essential Duties and Responsibilities :

• Managing and instructing the daily activities of DES Technicians
• Using all available instruments to ensure effective supervision, planning, and managing functions
• Developing Technicians towards reaching full potential on key performance metrics
• Driving sales, operational, and customer service metrics by motivating Technicians, holding them accountable for their performance, and providing consistent and targeted feedback
• Demonstrating an understanding of sales behaviors and resources and customer service best practices. Ensuring Technicians are knowledgeable about the products, and Serve, Solve, and Sell in every customer interaction
• Using data to develop action plans for the team to drive sales and operational performance consistent with Asurion’s Core Values
• Carrying out coaching, training, and performance management of all Technicians
• Acting as an information source and answering Expert questions, assigning tasks, following up and giving instructions as needed
• Resolving client and internal complaints and questions
• Ensuring that the team members acquire the appropriate support, instruments, and training to apply skills and knowledge on the job
• Carrying out performance measurement and evaluation of all Technicians to improve efficiency
• Communicating solutions, effectiveness, best practices, and opportunities within the organization
• Practicing and ensuring compliance with Asurion and client policies and procedures

Here’s what you’ll bring to the team :

We take care of you (benefits / perks) :

About Asurion

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