Message Center Specialist

Job Category Customer Support/Client Care Career Level Entry Level Message Center Specialist Sears is committed to improving the lives of our customers by providing quality services, products and solutions that earn their trust and build lifetime relationships. We are proud of our diverse, high-performance team work environment and we strive for continuous improvement through keen focus on growth, effectiveness and a sense of urgency. Individuals who are driven to earn our customers' trust and business every day, who act with integrity, who treat everyone fairly and value diversity, and who are accountable for their actions are welcome to show interest in becoming a member of our winning team.The Message Center Specialist has complete ownership of all communications between technicians, customers and the routing center. Answer phones; handle requests from technical managers, customer service representatives, and customers. Resolve and communicate issues as appropriate.QualificationsRespond to incoming technician messages and phone calls maintaining acceptable response time. Escalate situations that might affect timely service delivery to our customers to the appropriate channel, including but not limited to, Customers, Route Specialist, Capacity Coordinator and Managers.Monitor technician route status. Contact technicians, or their managers if necessary, to ensure that communications are maintained between the technicians and the routing center. Monitor route status. Notify both the Routing Manager and Technical Manager of any route status irregularities or unusual requests by technicians to ensure timely service delivery to the customer. Research, prioritize and resolve, service quality issues on outstanding service orders.Keep accurate records of all interactions related to a service order.Essential FunctionsAnswer/send messages or phone calls from technicians and other support departments.Communicate all requests for overtime to both the Routes Specialist and Technical Manager. Work the management ticklers to research and resolve quality of service issues. Notify customers when we cannot fulfill a service time promise and negotiate a satisfactory alternative service time. Complete and update repair and route information for technicians that have a paper route (SST crash, etc). Follows up with District to obtain order completion information.Call customers to verify Not Home and update technician s route.Monitor and take action on technician s route status or communications irregularities.Manage outstanding service orders to resolve quality issues and schedule service.Update service order history with information of all interactions.Create additional Service Orders when required by technician.Ability to read, write and speak English. Customer InteractionWhen working with customers, the Message Center Specialist must:Demonstrate a sense of urgency when working with internal and/or external customersUse excellent communication skills, both verbal and writtenUse excellent phone etiquette and even disposition, capable of consistency and grace in resolving issues with people acting difficult and/or insulting.Experience/EducationHigh school diploma or general education degree (GED) preferredMust be at least 16 years of agePrevious team based work experienceExperience and aptitude with computers and databasesKnowledge of internet-based applicationsBenefitsAs a Sears associate, your career path options will be determined by your performance and your desire to advance further within the Sears organization. We have some of the best benefits available in the industry to choose from:MedicalDentalLife InsuranceVacation Holidays401k with company matchShort and long term DisabilitySears merchandise discountsHealth Care Flexible Spending AccountDependent Care Spending AccountBusiness travel insuranceWorklife solutionsVision PlanLegal PlanLong Term Care PlanPet InsuranceAuto and Home InsuranceBusiness Travel Accident CoverageMortgage AssistanceSears is an Equal Opportunity/Affirmative Action Employer.