Fitbit Advisor in New Braunfels, TX at IBEX

Date Posted: 8/10/2020

Job Snapshot

Job Description

Fitbit Advisor Overview

The Fitbit Advisor's main objective is to efficiently provide high quality and accurate resolutions to customers under stipulated policies and procedures, by offering support and answering inquiries related to customer service and technical support.

Duties and Responsibilities

1) Provide customer service: Answering incoming calls or chats, Contact customers, vendors, partners or any other party when required. Listen to and identify the root cause of a case, interact with the customer on the telephone, through on- line networks, and/or mail, and resolve the problem accordingly, Maintain high confidentiality levels and abide to security procedures and regulations, Meet established individual and team performance targets, which include customer service, productivity quality standards and any other the business deems necessary.

2) Keep updated knowledge of account’s policies and products: Maintain adequate proficiency in products and platforms supported, Read and ensure understanding of new or actualized policies, procedures and products, Communicate with the supervisor, team members and other teams regarding problems, solutions and trends, Keep account information confidential, protect it from unauthorized use, ensure it remains in Account area only.

3) Document all cases assisted: Log accurate and meaningful information of each call in the account’s system; according to established procedures and policies. To keep and update pertinent paperwork and records through data entry.

Job Requirements

What You Will Bring:

  • Excellent verbal and written communication. Our agents are cross-functional and take calls, emails and chats.
  • Proficient use of technology, including computers and smart phones. Agents will need to competently use our customer service tools and applications, and also to walk customer through using our website and phone applications.
  • Ability to problem solve. We want our agents to think outside the box to find the best resolution for the customer.
  • Retention and recovery skills. We have an entire channel dedicated to recovering unhappy customers
  • We trust our agents with taking care of sensitive customer information
  • 18 years of age or older

What Ibex Will Bring:

  • Strong employee engagement culture
  • Full time, permanent opportunities
  • Career growth, and leadership development programs
  • Paid Training
  • Competitive pay rates
  • Paid Time Off
  • 401(k) and match
  • Medical, Dental and Vision Insurance
  • Employee Referral Bonus Plan

ibex is an Equal Opportunity Employer