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JOB CODE
CRN1056
Universal Care Specialist
MANAGEMENT LEVEL
9 Staff
DISCIPLINE
REPORTS TO
FSLA CLASSIFICATION
Pay Rate Type: Hourly
The Universal Care Specialist supports cross-functional customer care operations, delivering consistent service across multiple channels. This role handles inquiries, resolves issues, and coordinates care activities while adhering to established procedures and compliance standards. The specialist documents interactions, escalates complex cases appropriately, and collaborates with team members to streamline workflows. Success requires strong communication, attention to detail, and the ability to prioritize in a fast-paced environment. The role focuses on efficient service delivery, continuous improvement, and maintaining accurate records to support operational goals and quality outcomes.
Job Title: CSAT Expert - Customer Relations
Career Level: B3
Career Type: 5 - Administrative Support Workers
Discipline: Call Center - Complaints Escalation
FLSA: Non-Exempt
Job Code: CRN1056
Bonus Type: MIP
PURPOSE AND DESCRIPTION
The Universal Care Specialist is responsible for resolving complex customer
requests. The hours may require working weekend shifts and may either be mid or late shift.
ESSENTIAL FUNCTIONS
Resolve escalated customer concerns via phone, mail, or e-mail.
Provide advanced troubleshooting, and resolution
Develop win-win solution, balancing customer and company needs
Develop creative solutions based on a solid business case, presenting Asurion in the best possible light
Provide outstanding written and oral communications to customers, clients, and internal organizations
Process refund reimbursements including checking the claim for returned
equipment, verifying PIT, completing refund reimbursement form, and notating the claim
Process product back cover and product manual requests
Process ESN release requests for MetroPCS
Comp model/override approval, processing, and documentation
OTHER FUNCTIONS
Document and track business trends
Study and recommend process improvements to enhance performance of the team
Other duties as assigned
MINIMUM REQUIREMENTS
The following are required to enable job holders to perform the essential functions of the job.
(1) Skills/knowledge:
Ability to define problems, collect data, establish facts and draw valid
conclusions, knowledge of the wireless industry, solid communication skills both verbal and written, reasoning ability, ability to resolve customer issues balancing the needs of the customer with the needs of the business
(2) Experience/education:
High school Diploma required, prefer 1 yr or more of call center experience,
previous escalation experience a plus
(3) Physical demands: While performing the duties of this job, the employee may spend 4 - 8+ hours per day sitting and working at a computer. The ability to adjust focus, use hands to grasp, finger, handle, reach or feel and sit for prolonged periods are needed for this position. Ability to receive detailed information through oral communication utilizing a headset.
(4) Work environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
(5) The candidate should have 6 months of tenure in their current role
(6) Performance rating must be Strong or above
(7) Not enrolled in PIP (1 month), Written Warning (3 months), Final Written (8) Warning (6 months), or higher disciplinary action
Brick/Mortar locations: Regularly requires working indoors in environmentally
controlled conditions. Regularly requires working with other in a close proximity and sharing workspaces. Requires the understanding that the noise level in the Call Center is that of an office environment and will rise significantly during peakhours.
Work at Home locations: Required that employees work in a distraction-free
workplace and is ergonomically set to meet the company’s standards.
Producer license - Candidates selected for this role must have or has the ability to acquire a home state Property & Causality license. Asurion will assist with the licensing process as part of the role qualification requirements.
