[Remote] Sr. Specialist, Customer Service

Note: The job is a remote job and is open to candidates in USA. 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.ResponsibilitiesResolve complex customer issues related to repair, maintenance, billing, and orders that require specialized knowledge and expertiseProactively identify, communicate, and resolve service-affecting issues before they impact customer experienceProvide advanced technical support for product service problem resolution, utilizing in-depth product knowledgeServe as the first level of escalation for problem resolution with consumer customersDirect, coordinate, and provide the highest level of customer service to ensure consistent customer satisfactionRecognize patterns in customer issues and recommend operational improvements to leadershipDocument complex issue resolutions for knowledge sharing and process improvementCollaborate with cross-functional teams to address systemic issues and implement solutionsMentor and provide guidance to customer service representatives on handling difficult situationsMonitor and analyze customer feedback to identify trends and improvement opportunitiesParticipate in special projects aimed at enhancing customer experience and operational efficiencyStay current with product updates, service offerings, and company policies to provide accurate informationMaintain detailed records of customer interactions and issue resolutionsDevelop and maintain relationships with internal partners to expedite issue resolutionContribute to the development of customer service standards and best practicesSkillsHigh school diploma or equivalent required; Associate's or Bachelor's degree preferred1 – 3 years of relevant experience in customer service, technical support, or related fieldStrong problem-solving skills with the ability to troubleshoot complex issuesSelf-starter who takes initiative and works independently with minimal supervisionExcellent written and verbal communication skills, with the ability to explain technical concepts clearlyCan-do, positive attitude and a roll-up-your-sleeves approach to problem-solvingPersonable and flexible to adapt to changing demands of the businessProficiency in customer service software and toolsExperience with technical troubleshooting and product supportStrong attention to detail and ability to maintain accurate recordsExcellent time management skills and ability to prioritize effectivelyAbility to remain calm and professional when dealing with challenging customer situationsBasic understanding of billing systems and order processingCustomer-centric mindset with a genuine desire to provide exceptional serviceAssociate's or Bachelor's degreeExperience in telecommunications, entertainment, or technology industryBenefitsDIRECTV's compensation structure is designed to be market-competitive and fully supports efforts to attract and retain employees.It is the company's policy to offer pay that is competitive with other employers in the local market.Our salary ranges are determined by role, level, and location.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.Company OverviewAt DIRECTV, we believe TV is meant to be enjoyed. It was founded in 1999, and is headquartered in El Segundo, California, USA, with a workforce of 10001+ employees. Its website is https://www.directv.com.