Customer Advocate - Remote
Company: Sears Holdings Corporation
Location: Round Rock
Posted on: January 15, 2021
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Job Description:
Job Summary: Responsible for all customer-facing interactions
from the support team within an In-Home District, as well as the
resolution of customer escalations and inquiries. Ensures that
customer-facing activities and processes meet or exceed business
standards, including the reduction of Reschedules, Multiple
Attempts, Aging Orders and Replacements; Ensures that customer
inquiries and escalations are responded to urgently; Responsible
for the oversight and successful resolution of all regulatory and
escalated customer complaints (i.e. BBB, Attorney General, Third
Party, Retail). Job Duties/Responsibilities: Serves as the
District's Single Point of Contact and works to identify issues and
reduce the number of times the technicians need to complete a
service event by identifying and providing recommendation for
correction action on root cause of issue. Leverages Multiple
Attempts Reporting tool to improve Service Recovery. Coordinates
with the District leadership to identify issues and reduce the
number of times needed to reschedule a customer service event;
Leverages Reschedule Macro tool to ensure reason code consistency
in order to build a database of information that can be mined for
root cause identification and resolution. Leads the support
processes around managing Aging Orders in order to improve the
Service Recovery experience; Leverages Aging Order Reporting tool.
Acts as the single point of contact for customer inquiries and
escalations, including Blue Ribbon National Escalations, and
ensures timely and successful resolution of all regulatory and
escalated customer complaints (i.e. Better Business Bureau,
Attorney General, Third Party, CCN, and Retail, etc.), Coordinates
Pro-Advocacy activities, including training, and provides coaching
opportunities to the Technical leadership team with the intent to
improve the overall Customer experience Acts as the single point of
contact for customer replacements as a Service Recovery resolution;
evaluates entire service event history to determine best Customer
experience and financial outcome for Service Recovery events.
Performs other duties as assigned Education Requirements: HS
Graduate or Equivalent Years of Related Experience: 3-4 Years
License/Certificate Required: No Driver's License Required: Yes
Travel Requirements: 25% Age Requirement: 18+ Required Skills:
Ability to use common computer applications, web based systems and
Microsoft Office products Ability to drive legally, responsibly and
safely. Ability to handle multiple tasks in a fast paced
environment, solve problems and follow directions. Ability to apply
appropriate use of personal protective equipment (i.e. back belt,
safety glasses) Ability to lift up to 50 pounds. Ability to work in
non-air conditioned environment, where applicable Ability to speak,
read and write English Preferred Skills: INTERNAL JOB DESCRIPTION
Proficient in Microsoft Excel and Outlook
Keywords: Sears Holdings Corporation, Round Rock , Customer Advocate - Remote, Other , Round Rock, Texas
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