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Sears, Roebuck and Co., a member of the Sears Holdings Corporation (NASDAQ: SHLD) family of companies, is a leading full-line retailer providing merchandise, related services and quality brands such as Kenmore, Craftsman, Diehard and Lands' End. We offer a wide range of home merchandise, appliances, electronics, apparel and automotive products and services through more than 2,400 Sears-branded and affiliated stores in all 50 states, Puerto Rico and Canada. We also offer a variety of merchandise and services through specialty catalogs and sears.com. Our web-to-store and store-to-web capabilities add even more convenience to our customers. We are also the nation's largest provider of home services, with more than 13 million service calls made annually.
To provide a multitude of support functions in a professional and timely manner by listening carefully to Customers, Service Technicians, and members of Management. The functioning categories include: ? Customer Relations ? Inventory Maintenance ? Auditing / Cashering.
Position requires minimum 2 years direct customer service experience, Excel and Word experience.
Salary range $8.00-13.90/based on experience.
Please RUSH your resume TODAY to [Click Here to Email Your Resumé] or fax to (847)747-1037!!
Qualifications
To focus on the Customer, the Support Specialist Associate must:
Answer incoming telephone calls regarding service, ETA�s, and customer concerns
Communicate effectively with the Support Manager, Routing, Technical Managers, and Technicians to resolve customer complaints and determine the best solution in order to provide best in class customer service
Communicate effectively with NCR and CCN via the computer and telephone to resolve customer issues regarding parts, billing, and order status
Complete necessary forms via Sears intranet to request refunds, gift cards, PA extensions, and manual customer billing
Work with retail stores to provide replacement items and solve customer issues
Complete resolution forms for the Technical Manager regarding customer complaints or customer compliments and various Customer concerns regarding service
Assist Technicians with look-up on service orders pertaining to service history
Create and distribute NCR and multiple attempt list to Technical Managers on a daily basis
Adherence to ISO policies and procedures
Work to solve better business bureau and intranet complaints from Customers
Assist Customers with food loss claims that were not processed on the day of service
Assist Technicians with paper service orders and occasionally make adjustments to service orders on-site
Work closely with insurance companies regarding property damage
Document customer feedback as appropriate
Assist with technician truck stock inventories
Prepare vendor invoices for accounting center to process
Work and monitor over and shorts screens to ensure money is collected accurately
Work toll expense report, if applicable
Research checks returned from Cerdegy
Adhere to all company policies and procedures
Perform miscellaneous duties as assigned
Essentail Functions
To provide exemplary customer service, the Support Specialist must possess the following skills:
Ability to treat all customers with respect and dignity
Ability to work with minimal supervision
Must be able to accurately and timely process paperwork
Must be able to use computer databases
Must be able to operate telephone systems and demonstrate excellent phone etiquette skills
Ability to work productively and effectively when faced with stressful situations. This includes maintaining effective
interactions with others under stressful working conditions
Ability to effectively communicate with coworkers, supervisors, management, or customers one-on-one or
in a small group setting
Ability to work well with others in a group, cooperate with others, offer to help when needed, and foster a team climate
that brings out the best in team members. Collaborates and builds relationships with others to get the job done and
deliver high performance results
Ability to generate alternative solutions to a question or a problem, evaluates the consequences of choosing each
alternative and selects the most promising alternative
Ability to maintain a professional appearance according to company dress code
Ability to read, write, and speak English
Experience/Education
High School diploma or equivalent (GED) preferred
Must be at least 18 years of age
Previous customer service or call center experience preferred
Knowledge of internet based applications
Experience and aptitude with computers and databases
Must be able to pass the pre-employment drug screen and criminal background check
Must be willing to submit to random drug testing, per company policy
Benefits
Sears provides a comprehensive benefits program designed to meet the needs of our associates and their families. The value of your benefits can be as much as 30% of your base pay depending on the plans you participate in each year. Benefits offered include:
Medical Plan
Dental Plan
Starbridge Medical Choices Plan
Life Insurance Plan
Health Care Flexible Spending Account
Dependent Day-Care Flexible Spending Account
KMart Advantage RX Plan
Employee Assistance Plan (EAP)
Vacation
National Holidays
Personal Days
Employee Funded 401K Plan
Associate Stock Purchase Plan
Associate Discount Program
A comprehensive and competitive benefit program is designed to meet the needs of our associates and their families. Benefits eligibility depends on employment classification, location, and other variables. Benefits offered include:
Medical and Dental Plans
Health Care and Dependent Daycare Flexible Spending Accounts
Short and Long-Term Disability
Company Paid and Optional Life Insurance
Business Travel Insurance
Merchandise Discount
Adoption Assistance
Kmart Advantage Rx
ConSern Loans for Education
Worklife Solutions
Voluntary Benefits
Commuter Benefits
Sears Holdings Corporation Associate Stock Purchase Plan
401(k) Savings Plan
Vacation Time with Personal Days
National Holidays
An Equal Employment Opportunity Employer.
Qualifications
Customer Service
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