About Geek Squad
Geek Squad Inc. is a subsidiary of American and Canadian multinational consumer electronics corporation Best Buy, headquartered in Richfield, Minnesota. If you have an interest in technology and the right skillset to go along with it, then becoming a Geek Squad consultation agent might just be the job for you.
Main duties of a Geek Squad Consultation Agent
People skills are essential because for starters, there’s going to be a little bit of apologizing you’ll need to do on the phone. As in most, if not all customer service jobs, you will come across many irate clients, who are likely to put you on the clock to fix their devices. De-escalating a situation is an important skill for a Geek Squad consultation agent, alongside being honest and kind to each customer or client. It’s a small gesture, but it goes a long way. It is also key to set the correct expectation for a repair turn time of a service, as well as in-store repairs. You will be the face of Geek Squad, and will most likely be the first interaction that clients experience with the company. Therefore, being a friendly voice and face who is approachable and strong-willed will help build a strong foundation for a relationship with clients; and furthermore will reflect kindly on you in client surveys.
Besides that, it’s pretty simple. A Geek Squad consultation agent is primarily responsible for interacting with clients by answering any burning questions they may have; assisting them when they come to pick up their devices; and diagnosing their computers during a fifteen minute appointment. You may also have a fair bit of explaining to do about what services have been provided so that the customer is pleased with the resolution of their issues.
Geek Squad makes it easy and provides the tools for you to work with. The provided software assists you with transferring data for clients from PCs to new PCs, or to external hard drives, or vice versa. As you can imagine, you’ll be dealing with computers a lot, and will be expected to set up new PCs – usually from the computers department – which will be dropped off throughout the day. It’s as effortless as creating an account, and the software will help you install all the updates you need. It’s important to note that some clients pay extra for more software. An example would be an Antivirus, which you are then required to install for them. This can also come in the form of a purchased plan that includes this service.
As aforementioned, the surveys are important to mention to every client. Clients are likely to come back if their previous experience was positive, and will promote Geek Squad which brings in more clientele. More importantly, clients can recommend you through surveys. The Net Promoter Score (NPS) is a huge focus for Best Buy right now, and Geek Squad management will love to see your name up there. To help with this, stay as up to date as you can on product knowledge. Learn what features are important in each product, and you can quickly help yourself to research quickly in the future if needed, and in turn help customers.
By the end of the night, receiving, shipping and calling clients is what you’ll find yourself occupied with. Updating clients on the status of their products, whether it be that their device has arrived at the service center, or it is being worked on and an appointment needs scheduling.
Last but not least, you’ll need to make sure that your clients’ devices are in working condition. You’ll do this through functionality checks, which means resetting, inspecting, and then grading these devices based on their condition. If they don’t work, you ship them out; but if they do then you are free to certify the devices.