Sr. Specialist, Customer Service

Role overview

DIRECTV is looking for an experienced, customer-driven Senior Specialist to strengthen its Customer Service organization. In this role, you will handle intricate customer concerns, deliver technical assistance, and act as the initial escalation point for complex issue resolution. The position is centered on solving problems quickly, improving the customer experience, and helping the team work more efficiently.

What you will do

• Handle advanced customer concerns involving repairs, maintenance, billing, and orders that call for deeper subject knowledge.
• Spot potential service-impacting problems early and work to resolve them before they affect the customer experience.
• Provide higher-level technical guidance to support resolution of product and service issues.
• Act as the first escalation contact for consumer customer problems.
• Guide customers with a high standard of service and help ensure dependable satisfaction.
• Notice recurring customer issues and share improvement ideas with leadership.
• Record detailed solutions to complex problems so knowledge can be reused and processes improved.
• Work with teams across the business to address broader issues and implement fixes.
• Coach customer service representatives on managing difficult customer situations.
• Review customer feedback to identify patterns and opportunities to improve.
• Take part in special initiatives focused on better customer experiences and stronger operational performance.
• Stay updated on product changes, service offerings, and company policies so information shared with customers is accurate.
• Keep complete and accurate documentation of customer contacts and resolutions.
• Build productive relationships with internal partners to speed up issue resolution.
• Help shape customer service standards and best practices.

What you need

• High school diploma or equivalent is required; an associate or bachelor’s degree is preferred.
• 1 to 3 years of relevant experience in customer service, technical support, or a similar area.
• Strong troubleshooting ability and confidence in solving complex problems.
• Ability to work independently, take initiative, and need little day-to-day supervision.
• Strong written and verbal communication skills, including the ability to explain technical information clearly.
• A proactive, positive mindset and willingness to get hands-on with issues.
• Good interpersonal skills and flexibility in a changing business environment.
• Comfort using customer service systems and related tools.
• Experience supporting products and resolving technical issues.
• Careful attention to detail and consistent record-keeping.
• Strong time management and prioritization skills.
• Background in telecommunications, entertainment, or technology is an advantage.
• Ability to stay composed and professional in difficult customer interactions.
• Basic knowledge of billing processes and order handling.
• Customer-first mindset and a genuine commitment to great service.

Additional information

This role is remote and can be performed from anywhere within the contiguous United States.

A background check may be required because the job involves routine access to proprietary DIRECTV and customer data. Applicants with arrest or conviction records will be reviewed in line with applicable local ordinances and state law.

Compensation is structured to stay competitive in local markets and is based on role, level, location, skills, experience, and relevant education or training. The base pay range varies by U.S. labor market zone:

• Low (N1): $42,793 to $64,139
• Mid (N2): $45,045 to $67,515
• High (N3): $49,550 to $74,267
• Top (N4): $51,802 to $77,642

The overall wage zone range shown is $42,793 to $77,642. Base salary only is included; bonuses and benefits are separate and are not reflected in that figure.

Applicants may also be subject to a notice related to fair chance hiring in Los Angeles County and a notice about automated decision-making tools used in the hiring process.

No application deadline, start date, or vacancy count was specified.