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Virtual Technician Home Services

Company: Sears Holdings Corporation
Location: Round Rock
Posted on: April 6, 2021

Job Description:

JOB SUMMARY: The Virtual Technician Home Services provides technical repair assistance to In Home Operations partners, technicians and customers through pre-service, on-site and/or post-service multi-channel engagements that will improve the business performance and enhance customer satisfaction JOB DUTIES/RESPONSIBILITIES: Provide technical repair assistance in the manner most appropriate to support In Home Operational success, including pre-service customer contact using video, part identification and pre-order, in-home technician on-site diagnostic support, customer part installation support, post-service analysis, escalation support and/or any other manner of support that will ensure a timely, cost effective repair resolution that meets or exceeds customer expectations Efficiently utilizes all available technology and communication resources (dual-monitor computer with soft phone, chat, email, video and/or other identified hardware or software), internal and/or OEM partner content/websites and team messaging solutions to identify product repair needs and provide/assist with execution of a solution that results in a first-time repair completion or service call avoidance Meets key performance metrics and goals as defined by the business, including but not limited to accurate and complete documentation, responsible financial decisions relating to parts needed for repairs, contributions to first time completion, reduction of recalls, handle time and productivity JOB DUTIES/RESPONSIBILITIES(contd.): Interact and communicate with business partners and customers in a consistent professional, courteous and tone appropriate manner that recognizes the potential significant variances in technical aptitude that can occur with new hires, non-technical groups and/or customer interactions and adjusts discussion methods/topics accordingly to accommodate those differences Actively contributes feedback for and/or participates in initiatives related to process improvements, development or implementation of new systems or procedures, new business opportunities and performance improvement strategies Readily adapt to changes in strategic direction for the department, In Home Operations and organization and support a fact based work environment by discussing questions and/or concerns with appropriate leadership and/or making leadership aware of any alternative communication that may influence the work environment in a negative manner Adheres to and ensures compliance with all applicable laws, regulations, company policies, company values and code of conduct Meets key performance metrics and productivity goals as defined by the business Performs other duties as assigned REQUIRED SKILLS: Technical residential appliance repair background and electrical knowledge, knowledge of various appliances (minimum of 5 years) Ability to read, analyze and utilize information in an efficient manner and to interpret all services within manufacturer specifications and In-Home Technician Operating Policies including the ability to read, understand, and navigate through information presented in diagram, blueprints, or other pictorial displays Must successfully pass and renew as necessary any State, OEM and/or Transformco Licensing Tests for all supported divisions which require licensing and/or certification (HVAC, Refrigeration, Microwaves, etc.) Effective problem solving and resolution skills when working with in-home partners and customers while exercising creativity and taking responsible risks when appropriate Ability to effectively communicate in spoken and written English well enough to be understood in-person and through voice, email, chat, video and/or any other expanded communication resources Ability to multitask and type at an effective pace, using computer systems to input, access, modify or output information for use in time sensitive technical repair support while simultaneously listening and using telephone and headset equipment Ability to effectively manage time in both traditional office and remote/work from home environments with minimal supervision Ability to work in a fast-paced environment and Ability to demonstrate self-control by maintaining composure and keeping emotions in check even in difficult situations Knowledge of the business and ability to understand goals and objectives of the organization, In Home business, department and individual contribution expectations and opportunities Ability to meet the physical requirements of frequent sitting and some standing and walking, with bending and reaching as necessary Ability to adapt and be an advocate for change All employees/associates may in the course of their duties come in contact with Credit / Debit Card Data. If this data is exposed as s 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: Efficient keyboard skills; 30+ WPM Experience working with CRM systems Experience with parts diagrams systems (LIS)

Keywords: Sears Holdings Corporation, Round Rock , Virtual Technician Home Services, Professions , Round Rock, Texas

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