Senior Representative, Customer Support (Parts)

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Job Snapshot

Employee Type:

Full-Time

Location:

4755 South Butterfield Drive

Tucson, AZ

Date Posted:

2/25/2022

Job ID:

1009110BR

Job Description

Req/Job ID: 1009110BR

Employing Entity: Transform SR LLC

Employment Category: Regular, Full-time

Job Function: Call Center

Store ID: 49011: SEARS HS-TUCSON SUPT CTR

Job Summary:

The Senior Parts Customer Support Representative is responsible for expediting resolution for urgent Sears customers, and handling customer issues of a complex nature. This position corresponds verbally and in writing with both internal and external customers. This position follows through with pending orders, and notifies customers of delays. Additionally, this position must keep accurate records and make return calls accurately and on the promise date, and must keep accurate detailed summaries of all work completed and complete work in the turn-around time required for the job.

Scope of Responsibility:

Responsible for interacting with customers over the phone or Internet using verbal and writing skills to assist existing Parts customers with reasearching and resolving their escalated issue.

Job Requirements

Job Duties/Responsibilities:

Expedites resolution for urgent Sears Parts Direct customers

Contacts Vendor sources, shippers, service units and urgent customers regarding duplicate orders

Utilizes several systems and applications, including Parts order and delivery tracking systems, Microsoft Office products, and standard office equipment, such as fax machine to research and resolve customer issues

Corresponds verbally and in writing with both internal and external customers

Files necessary claims with various courier services and master sources

Contacts customers for alternate method of payment on declined accounts

Places orders for Parts Specialists in Service Units, requiring attention to detail, multi-tasking and use of several systems to complete the order (must know when to escalate to Research for further help), and responds back to within 24 hours

Traces and tracks order for customers

Resolves complex problems to completion, keeping records of callbacks and making sure these are done accurately and on the promised date; completes resolution actions to feedback to escalated Sears Holdings Corporation (SHC) customer relations group

Utilizes imaging and LIS to research parts for customer orders

Utilizes Sears email system for communication and order placing with the sources

Takes overflow Customer Relations and Sales calls from Parts Direct customers, as well as escalated Customer Retention calls

Runs postcards daily for new orders that are on a backorder status

Performs other duties as assigned

Job Requirements:

Customer service and sales skills

Problem solving and critical reasoning ability

Good communication and conflict resolution skills

Ability to perform and organize multiple tasks simultaneously

Ability to work with little supervision

Skill in using a personal computer, specifically Microsoft Office (Word, Excel and PowerPoint)

Ability to pay close attention to details and complete internal documentation

Ability to visually identify and discern part numbers from small schematic documents

Ability to learn detailed information, and to adapt quickly to changes

Ability to handle multiple tasks simultaneously

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 and maintain confidentiality as needed

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 SHC's compliance to current Payment Card Industry (PCI) Data Security Standards (DSS)

Preferred Skills:

Parts sales experience at Sears

Escalated customer service experience in person or over the phone

Ability to effectively manage irate customers, diffuse the situation, and reach a satisfactory resolution for all parties

Education Requirements : HS Graduate or Equivalent

Years of Related Experience : 1-2 Years

License/Certificate Required : No

Driver's License Required : No

Travel Requirements : None

Age Requirement : 16

#CallCenter

49011

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