Req/Job ID: 996972BR Employing Entity: Transform SR LLC Employment Category: Regular, Full-time Job Function: Call Center Store ID: 09480: SEARS HS-SPOKANE TELEMKTG CTR
$2,000 SIGN-ON BONUS!!! * (Disclaimer: Only New and External Hires are eligible for the Sign-On Bonus. Current, former employees and rehires are not eligible for the Sign-On Bonus.)
The Retention Advisor is responsible for providing assistance to customers who contact Transformco with questions regarding the benefits or fulfillment of an Transformco Protection Agreement product or requests to cancel agreements.
• Responds to and follows up to inbound customer calls, written correspondence or e-mails received by Transformco in reference to Transformco product protection plans including requests to cancel agreements • Reviews the customer's concern/inquiry to determine and execute effective and satisfactory resolution per the agreement terms and conditions • Escalates customer issue as needed based on established guidelines • Responds to requests for cancellations and determines root cause for request and provides alternative solutions to canceling the protection agreement • Utilizes multiple applications/formats enabling access to customer information and enter updates • Maintains a high level of business/product knowledge via onsite and online training • Adheres to all Transformco policies, procedures, Code of Conduct and ethical guidelines. • Performs other duties as assigned
REQUIRED SKILLS: • Minimum 6 months customer service experience required • Intermediate computer skills and ability to work in multiple applications simultaneously • Excellent communication and negotiation skills • Previous experience in a position requiring problem solving and negotiation skills • Ability to communicate in spoken and written English well enough to be understood by supervisors, co-workers, and customers • Ability to enter data and maneuver efficiently using a keyboard, operate a mouse, use telephone and headset equipment, and listen while keying information into the system • Ability to meet the physical requirements of frequent sitting and some standing and walking, with bending and reaching as necessary • Ability to demonstrate self control by maintaining composure and keeping emotions in check even in difficult situations • All employees/associates may in the course of their duties come in contact with Credit / Debit Card Data. If this data is exposed as part of their position in the site/center, the associate must protect that data as directed and required by the compliance team to ensure Transformco compliance to current Payment Card Industry (PCI) Data Security Standards (DSS)
JOB REQUIREMENTS: • High school diploma or equivalent • Less than one year of related experience • 16 years of age or older
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Job ID: 996972BR
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