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Customer Service Adviser

Sears Home Services Winter Park, FL
  • Expired: over a month ago. Applications are no longer accepted.

The Authorize Service Adviser 1 is part of a blended team that owns the member experience once service is created, to full resolution and completion. This position is responsible for ongoing communication between the member, Authorize Service Advisor 2 associate and Authorized Contractors.

The Authorize Service Adviser 1 is responsible for providing a WOW member experience through reduced state of service and continued monitoring of member satisfaction for improvement within a single BU.

YOU MUST USE THE LINK BELOW TO COMPLETE THE ONLINE APPLICATION (Copy and Paste to your web browser)

https://sjobs.brassring.com/TGWEbHost/jobdetails.aspx?partnerid=455&siteid=185&areq=978482BR

Responsibilities:

  • Proactively partners with Team Lead and/or Authorized Service Advisor 2 mentor to resolves process and compliance issues to ensure expedient service fulfillment
  • Interacts with members and provides information/updates pertaining to authorized servicer processes
  • Provides direction and assistance to authorized service providers based on member requests/needs and process compliance
  • Engages authorized servicers and Contractor Services Managers for alternate service solutions
  • Collects and provides service order level detail to supervisor for metric tracking (Cycle Time, CSAT feedback, contractor claims expense, no coverage issues)
  • Provides feedback to contractor service management on process improvement for a better member experience and reduced cycle time.
  • Demonstrates exemplary member service to ensure WOW member experience
  • Identifies and communicates conflicts in relation to calls capacity and coverage area assigned to the Contractor Services Management Team. Advising of rejected work by Authorized Service Provider
  • Performs other duties as assigned

Requirements:

  • Ability to learn and adhere to business specific and company policies and procedures
  • Ability to effectively learn and navigate systems and tools utilized by the business
  • Ability to adapt well to change and effectively explain adverse situations and gain an understanding from the member toward a resolution
  • Some computer literacy skills with the ability to effectively understand and use reports in Microsoft Excel
  • Ability to provide candid feedback to all levels of employees while conveying a positive image of the Company in all actions and behaviors
  • Strong interpersonal skills, with the ability to work with diverse workgroups, tailoring communication for audience and situation
  • Demonstrates a commitment to safe work practices and coaches others in all aspects of the position including the work/member environment, use of personal protective equipment
  • Ability to communicate in spoken and written English well enough to be understood by supervisors, co-workers and members
  • 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 communicating and interacting in a member focus, professional, business-like manner even in difficult situations


Preferred Skills:

  • Proficient in computers including Microsoft Excel
  • Previous member service experience
  • Bilingual (Spanish)

About Sears Home Services:

Sears Home Service, the nation's largest product repair service provider, is a key element in Sears Holdings active relationship, providing more than 52 million solutions for homeowners annually. This business delivers a broad range of retail-related residential and commercial services across all 50 states, Puerto Rico, Guam and the Virgin Islands. Sears Home Services also includes HVAC services, home improvement services (primarily siding, windows, cabinet refacing, kitchen remodeling, roofing, carpet and upholstery cleaning, air duct cleaning, and garage door installation and repair)

Company address: 3825 Forsythe Rd Winter Park, Florida 32792

Sears Home Services

Why Work Here?

Better support. Better advantages. Better everything.

Sears Home Service, the nation's largest product repair service provider, is a key element in Sears Holdings active relationship, providing more than 52 million solutions for homeowners annually. This business delivers a broad range of retail-related residential and commercial services across all 50 states, Puerto Rico, Guam and the Virgin Islands. Sears Home Services also includes HVAC services, home improvement services (primarily siding, windows, cabinet refacing, kitchen remodeling, roofing, carpet and upholstery cleaning, air duct cleaning, and garage door installation and repair)

Address

3825 Forsythe Rd Winter Park, Florida 32792
Winter Park, FL
USA