ARO Certification Technician
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Ascent Repair Operations #380
Hartland, WI, USA
Hourly
Full Time
Full-benefits package including medical/dental insurance options, PTO, 401(K), pet insurance, tuition reimbursement program, employee discounts, and more
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TheARO Certification TechnicianatBatteries Pluswill provide virtual smartphone and tablet repair certification training sessions and call support. In this role, you will ensure that the Batteries Plus store associates achieve certification standards. TheARO Certification Technicianwill utilize web camera, database systems, web research, and collaborative problem solving methods.
TheARO Certification Technician will be an onsite position at the Batteries Plus device repair office in Hartland, WI. Does this sound like the next opportunity in your career? Please apply today!
Responsibilities:
Virtual Certification Training Support
Coordinate and lead device repair virtual certification training sessions; including scheduling, setting prerequisite training, pass/fail criteria, and session management within a learning management system (LMS)
Report store associate's training progress to corporate management and or franchise owner to assist in device repair operations to place associates in roles that match their skill set.
Maintain training material for virtual certification training sessions. Utilize a variety of training techniques, concepts, learning tools and practices to ensure maximum effectiveness of the programs
Monitor store feedback of virtual certification training sessions to identify and recommend program enhancements as needed
Generate and report to management weekly metrics of remote certification training sessions,, utilization rates, and pass/fail rates
Proactively work with management and cross-functional departments (Store Operations, Training Department, Quality Assurance) to report metrics and status of certification program
Customer Service
Interface with corporate and franchise stores on inquiries and problematic issues
Maintain call log, problem resolution of proficiency standards, and customer satisfaction levels.
Escalate problem situations to management when necessary
Develop program and device expertise to provide device repair support
Repair Product Support
Participate in on-site device repair training of store associates to include tearing down devices, methodology, and proper tool usage
Work cross-functionally with Repair Technicians and Inventory Specialists to ensure timely completion of repairs
Provide live camera-based remote support for in-store device repairs
Follow all safety rules and regulations; wear proper Personal Protective Equipment (PPE)
Qualifications:
High School Diploma
1+ years previous customer service experience
Preferred Qualifications:
Previous electronic or device repair experience
Able to quickly pick up on new processes and technologies
Strong presentation and customer service focus
A Bit About Us:
Batteries Plus is the nation's largest and fastest-growing battery, light bulb, phone repair and key fob replacement franchise with a nationwide network of over 720 stores. We work hard here at Batteries Plus and have a lot of fun while doing it. Whether you work in our warehouse, one of our stores or at our corporate headquarters, our goal remains the same; to satisfy our customers, build trust and drive business while nurturing our team and working to be experts in our fields. That's life at Batteries Plus.
It is the policy of Batteries Plus to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law.
