Best Buy Geek Squad Customer Care Agent in Flower Mound, Texas


Job Title:

Geek Squad Customer Care Agent

Location Number:


Job Description:

What does a Geek Squad Customer Care Agent do?

The Geek Squad Customer Care Agent is responsible for responding, researching, resolving, and performing root cause analysis on Delivery and Installation escalations. The Geek Squad Customer Care Agent is responsible for the resolving of customer escalations via phone, emails, and/or forms related to install and delivery services to include but not limited to; product/property damage, system issues, product availability, reschedules, and status updates. Agents interact daily with retail stores, field support and external customers, Agents must demonstrate effective relationship building skills, polished communication and commitment to improving the customer experience. Agents are expected to deliver resolutions to customers both internal and external in a timely and satisfactory manner.

Job responsibilities include:

  • Researches, resolves and performs root cause analysis for Delivery and Installation Customer escalations relating to issues such as damage, scheduling and other product issues/problems.

  • Develop root cause analysis on every escalation to be able to support process improvement teams and solve issues long term.

  • Partner with relevant business partners to resolve escalations within service level agreement time frames.

  • Responsible for end to end completion of escalation within their queue and daily management of escalation queues.

  • Responsible for coordinating client communication for product and service delays.

  • Single point of contact for customers and/or field partners with escalations within individual queues.

  • Communication through updated case notes in all required systems (Breeze, OMS, FMS) that are clear and concise, updated appropriately.

  • Collects insights and provides feedback to leadership team and business partners to faciliate continuous improvement in operational effectiveness and the customer experience.

  • Responsible for coordinating efforts and communication for customers and field partners to resolve escalations.

  • Employing multiple Best Buy systems (Breeze, OMS, ETK, SOP, STAR/NOVA, FMS) to effectively and efficiently resolve escalations.

What are the Professional Requirements of a Geek Squad Customer Care Agent?

Basic Qualifications

  • 1 year of experience in the Services, Merchant or Retail space

  • Strong written and verbal communication skills

  • Basic level of knowledge in the use of personal computers, laptops, and desktop as well as the ability to navigate Windows, Apple, and Android based operating systems

Preferred Qualifications

  • 2 years of experience in the Services, Merchant or Retail space

Req #:


Address Line 1:

609 Enterprise Road


Flower Mound





Job Level:

Individual Contributor

Employment Category:

Full Time


Geek Squad

About Us:

About Geek Squad

It all began with a few oddly dressed heroes fixing computers. Today, we’re an army of Agents more than 18,000 strong, on a singular mission to rid the world of rogue technology. We’re still oddly dressed, but we’re now oddly dressed and saving the day across the globe. If you’re techno-exceptional, good with people and great at having fun while doing top-quality work, we invite you to join our illustrious ranks.

Best Buy Company and its Family of Brands

Best Buy is the world’s largest multi-channel consumer electronics retailer with stores in the United States, Canada, and Mexico. We are the 11th largest online retailer in the U.S. and Canada, we have the number one customer loyalty program of its kind and more than 1.6 billion visitors to our websites and stores each year. Our more than 165,000 employees are committed to helping deliver the technology solutions that provide value, enabling access to people, knowledge, ideas and fun – whether online, via mobile device or in our stores.

Additional Job Information:

What are my rewards and benefits?

Discover your career here! At Geek Squad and Best Buy we offer much more than a paycheck. Surrounded by the latest and greatest technology, a team of amazing coworkers and a work environment where anything is possible, you’ll find it easy to be your best when you work with us. We provide an exciting work environment with a community of techno learners where you can be yourself while investing in your career. Empowered with knowledge you will discover endless opportunities to grow. From deep employee discounts to tuition reimbursement, to health, wealth and wellness benefits, to learning and development programs, we believe the success of our company depends on the passion of employees for learning, technology and people.

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Geek Squad