Member Advocate Supervisor ( Longwood, FL) in Longwood, FL at Sears Holdings Corporation

Date Posted: 8/15/2019

Job Snapshot

  • Employee Type:
  • Location:
    Longwood, FL
  • Date Posted:
  • Job ID:

Job Description

Req/Job ID: 980316BR
Employing Entity: Transform SR Home Improvement Products LLC
Employment Category: Regular, Full-time
Job Function: Operations
Store ID: 24025: Sears Corporate Longwood FL

The Territory Member Advocate Supv is responsible for supporting and supervising the Territory Member Advocacy Office through member relations, audit and supervisory scope.

Job Requirements

  • Leads and works with the team of support associates who: answer incoming telephone calls from customers, technicians and business partners, make outbound calls, and work the database of customer and service records for aging orders and textual inquiries; intervenes where necessary to ensure customer satisfaction and profitability
  • Responds to priority customer escalations that come from the Better Business Bureau, Attorney General, Home Services Quality Assurance, Blue Ribbon or other internal or external customer advocates; and makes resolution decisions that balance customer satisfaction with financial responsibility, including the issuance of refunds, gift cards or other concessions.
  • Serves as service unit liaison for the National Support Center, National Accounting Center, National Claims Center regarding the collection of audit detail, the integrity of data and the processing of claims for service work performed on behalf of original equipment manufacturers, third party administrators and retail partners.
  • Sets and publishes the schedule for support associates, utilizing the scheduling and timekeeping system (Red Prairie); reports to the Territory Operations Manager any discrepancies in timekeeping compliance or other attendance behavior.
  • Maintains individual Member Advocate and team performance tracking, conducts side by side observations and coaching sessions with direct reports, ensures completion of ongoing associate training and development, administers performance reviews.
  • Provides direct feedback to Territory and District leadership regarding process defects, technician performance concerns, and operational issues that impact the Member Experience and profitability.
  • Takes ownership of key field controllable expense categories including field authorized merchandise replacements, member concessions, part recovery opportunities, and territory office payroll.
  • Collects, reviews and responds to voice of customer data obtained from Member post service surveys, Advocate feedback, field escalations and other internal and external sources. Works with Territory and Region Operations on continual improvement plans.
  • Performs supervisory functions, including but not limited to, making employment decisions regarding hiring, promoting, demoting and terminating, conducting performance appraisals and coaching and developing associates.
  • High school diploma or equivalent
  • 3-4 years of related experience
  • Valid Driver License for the State of employment
  • Up to 25% travel
  • 18 years of age or older
  • Ability to work productively and effectively when faced with stressful situations, including maintaining effective interactions with others under stressful working conditions
  • Ability to use common computer applications, web based systems and Microsoft Office products
  • Excellent telephone etiquette and professionalism
  • Urgency and resourcefulness in responding to member needs
  • Appropriate business judgment in determining member concessions
  • Ability to handle multiple tasks in a fast paced environment, solve problems and follow directions
  • Ability to speak, read and write English