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ASA Service Advisor II in Winter Park, FL at Sears Home Services

Date Posted: 2/10/2019

Job Snapshot

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  • Date Posted:
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Job Description

Req/Job ID: 950407BR
Employing Entity: Sears, Roebuck and Co.
Employment Category: Regular, Full-time
Job Function: Call Center

Job Summary:

The Authorize Service Advisor 2 owns the entire member experience, once service is created, to full resolution and completion. This position is responsible for all of the communication necessary between the member, Authorize Service Advisor 1 associate and Authorized Contractors. Once service is completed, this position is responsible for related office tasks. This position independently analyzes escalated issues that may arise during a service and determines and executes an effective resolution.

Scope of Responsibility:

Authorize Service Advisor 2 is responsible for providing resolution of escalated member issues and assist Authorize Service Advisor 1 with handling member issues within a single BU of 40 - 46 associates.

Job Requirements

Job Duties/Responsibilities:
  • Provides assistance, direction/instructions to Authorized Service Advisor 1 associate to resolve process and compliance issues for service fulfillment.
  • Schedules and conducts training with new independent contractors and partners with contractor services managers to identify any additional training needs
  • Provides end user training on navigating and use of the Service Live Mobile Applications for documenting events related to the service and submission of claims for completed jobs
  • Works with internal systems to set up and maintain profiles for new contractor/service providers
  • Processes payment invoices from local service providers and service bench online dispatch tool for services rendered; submits processed expense entries to finance for accounting.
  • Orders, inventories and maintains office supplies and process account payable orders
  • Demonstrates exemplary member service and serves as a positive role model for Authorized Service Advisor 1 mentees
  • Addresses escalated request, research and engage alternate part suppliers and service providers for local parts and service solutions on hard to find parts and pending service request
  • Utilizes overflow report to advise/update Contractor Services Management team on the outcome of items that were researched
  • Performs other duties as assigned
Job Requirements:
  • Previous member service experience and flexibility to adjust work schedule to meet the needs of the department
  • Ability to demonstrate knowledge and adherence to company policies, processes and procedures.
  • Ability to effectively navigate and operate business related operating systems, programs and tools; NPS - National Product Services tool, ServiceBench and ServiceLive dispatch management tool, web browsers, and Service Fulfillment case management system
  • Demonstrates the ability to adapt well to change with strong interpersonal skills to work with diverse workgroups, tailoring communication for audience and situation for positive influence and outcomes.
  • Strong computer literacy skills with proficient in MS Office programs, internet search tools and the ability to read, understand and manipulate data to create reporting in Microsoft Excel
  • Ability to provide candid feedback to all levels of employees while conveying a positive image of the Company in all actions and behaviors
  • Ability to research, analyze and troubleshoot difficult situations with sound business decision making, good judgment and negotiation skills to resolve conflicts
  • Demonstrates a commitment to safe work practices and coaches others in all aspects of the position including the work/member environment, use of personal protective equipment, and safe driving
  • Demonstrates and maintains a high level of professionalism in their appearance, language, and behaviors in all mentor/mentee and member interactions
  • Ability to communicate in spoken and written English well enough to be understood by supervisors, co-workers, and members
  • 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 communicating and interacting in a member focus, professional, business-like manner even in difficult situations
Preferred Skills:
  • Minimum of 6 months previous experience as a Authorized Service Advisor 1
  • Bilingual (Spanish)
  • Strong Microsoft office programs literacy skills

Education Experience : HS Graduate or Equivalent
Years of Related Experience : 3-4 Years