Resolution Specialist (SC) in Lake Mary, FL at Sears Home Services

Date Posted: 9/11/2020

Job Snapshot

  • Employee Type:
  • Location:
    3200 Lake Emma Road
    Lake Mary, FL
  • Date Posted:
  • Job ID:

Job Description

Req/Job ID: 999171BR
Employing Entity: Transform SR LLC
Employment Category: Regular, Full-time
Job Function: Call Center

The Service Contracts Resolution Specialist is responsible for resolving complex TransformCo escalated member complaints that require detailed and delicate handling. Apply today to join the Sears Home Services team!

Job Requirements

• Responds appropriately and timely to complex, high risk or delicate member complaints that may involve multiple business groups within Transformco in a delicate and professional manner
• Establishes personal and continual communication with the member through the complaint resolution or dispute process and becomes the single point of contact
• Enters detailed case history into a case management system throughout the investigation and resolution process, including notes, copies of letters and other documentation
• Investigates complaint allegations by interfacing with business partners
• Maintains a high level of business knowledge as it relates to vertical businesses, as well as working knowledge of related businesses to include expert level of understanding of all Service Contracts products
• Reviews situations, interprets policy and procedures, uses good judgment skills within and outside polices and consults with Field management and Vendor contracts to determine and execute effective and satisfactory resolution process
• Makes recommendations for case resolution based on history of similar issues and Transformco guidelines
• Leverages a high level of financial empowerment to make fiscally responsible decisions, balancing expense to Transformco with concessions and resolutions geared at members
• Identifies and escalates business issues and trends to appropriate management
• Adheres to Company policy, procedure, code of conduct and ethical guidelines
• Performs other duties as assigned
• High school diploma or equivalent
• Less than one year of related experience
• 18 years of age or older

• Superior customer service and escalation resolution skills
• Ability to negotiate, analyze and troubleshoot using multiple data sources
• Ability to pay attention to detail with a high degree of accuracy
• Ability to work with minimal supervision
• Ability to interpret business policies and rules and maintain a professional demeanor when dealing with members and external agencies
• Intermediate Microsoft Office computer skills to include proficiency in Excel
• Ability to learn detailed information and to adapt quickly to changes
• 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
• 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 Transformco's compliance to current Payment Card Industry (PCI) Data Security Standards (DSS)

#HomeServices, #CallCenter