Support Specialist

Job Category Installation/Maintenance/Repair Career Level Experienced (Non-Manager) Support 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.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 / CasheringQualificationsTo 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 assignedEssentail FunctionsTo 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 EnglishExperience/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 policyBenefitsAs an associate, your career path options will be determined by your performance and your desire to advance further within our organization. We have some of the best benefits available in the industry to choose from:MedicalDentalLife InsuranceVacation Holidays401k with company matchShort and long term DisabilityMerchandise discountsHealth Care Flexible Spending AccountDependent Care Spending AccountBusiness travel insuranceWorklife solutionsVision PlanLegal PlanLong Term Care PlanPet InsuranceAuto and Home InsuranceMortgage AssistanceEqual Opportunity/Affirmative Action Employer.Sears is an Equal Opportunity/Affirmative Action Employer.