HVAC Support Specialist in Longwood, FL at Sears

Date Posted: 8/29/2021

Job Snapshot

  • Employee Type:
  • Location:
    1024 Florida Central Parkway
    Longwood, FL
  • Date Posted:
  • Job ID:

Job Description

Req/Job ID: 1005763BR
Employing Entity: Transform SR Home Improvement Products LLC
Employment Category: Regular, Full-time
Job Function: Customer Service
Store ID: 24025: Sears Corporate Longwood FL

The Support Specialist is responsible for providing a multitude of support function in a professional and timely manner by listening carefully to customers, Service Technicians and members of management. This position is responsible for customer relations, inventory maintenance, and auditing and cashiering.
JOB SCOPE: Responsible for the clerical and administrative support to the District Sales and Installation function for annual installed volume between $2.5M to $20M per District.

  • Answers incoming telephone calls regarding service, Estimated Time of Arrival (ETA), and customer concerns
  • Communicates 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
  • Communicates effectively with Customer Care Network (CCN), via the computer and telephone, to resolve customer issues regarding parts, billing, and order status
  • Completes necessary forms via Sears Intranet to request refunds, gift cards, Protection Agreement extensions, and manual customer billing
  • Works with retail stores to provide replacement items and solve customer issues
  • Completes resolution forms for the Technical Manager regarding customer complaints, customer compliments, and other various customer concerns regarding service
  • Assists Technicians with look-up on service orders pertaining to service history
  • Creates and distributes NCR and multiple attempt list to Technical Managers on a daily basis
  • Adheres to International Standards Organization (ISO) policies and procedures
  • Works to solve Better Business Bureau and Intranet complaints from customers
  • Assists customers with food loss claims that were not processed on the day of service
  • Assists Technicians with paper service orders, and occasionally makes adjustments to service orders on-site
  • Documents customer feedback as appropriate
  • Assists Technicians with truck stock inventories
  • Prepares vendor invoices for accounting center to process
  • Works and monitors over's and short's screens to ensure money is collected accurately
  • Works toll expense report, if applicable
  • Researches checks returned from Cerdegy
  • Adheres to all company policies and procedures
  • Performs other duties as assigned

Job Requirements

  • Ability to work well with others in a team setting to deliver high performance results
  • Outstanding customer service skills
  • Ability to follow specific process steps to ensure quality workmanship
  • Effective time management skills
  • Ability to accept responsibility for work assignments and job duties, and to be held accountable for successful completion
  • Basic analytical and quantitative skills
  • Computer literacy skills
  • Excellent verbal and written communication skills
  • Ability to be open to change, and to implement change quickly and effectively.

  • Customer service or call center experience
  • Knowledge of Internet-based applications
  • Experience and aptitude with computers and databases
  • 1-2 years of related experience
  • 18 years of age or older

#HomeServices, #outsidesales

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